European study into contact lens eye care

At the time of this research, the contact lens market was rapidly maturing with eye care becoming increasingly competitive. Turquoise was asked by Bausch & Lomb to conduct a study looking into customer satisfaction from both the perspective of consumers and contact centre employees.

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Methodology

Turquoise recruited and moderated 8 in-person focus groups across the four markets: Holland, Spain, France and the UK. Respondents were a mix of Optometrists and Ophthalmologists and Opticians Assistants. In addition to the customer groups, 5 employees were interviewed in-person at contact centres in each country.

Outcome

Research results illustrated to Bausch & Lomb where improvements needed to be made in terms of conceptions and services. This information was used by the brand to develop a new strategic plan to improve customer satisfaction levels.

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Whether we are helping pharmaceutical companies understand and predict customer behaviour, powering smarter data-driven strategy, or driving organisational change, our unique model helps deliver scientifically superior results across the industry.

Know

Know what consumers think, better than they know themselves. Our model uniquely unearths subconscious psychological factors that influence customer feelings and behaviours.

Validate

Our model validates deeper methodological and contextual factors behind the data, not just the data itself, which helps uncover truly relevant insight while minimising noise.

Predict

Our unique model allows companies to accurately predict market and customer behaviour, helping to power genuinely forward-thinking strategy and decision making.

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