Case Study: National Vision achieves 13,000 weekly surveys and richer customer insights with Genesys Proactive Customer Communications

National Vision Sees Greater Return Through Voice

National Vision, the fourth-largest optical retailer in the U.S. with over 750 locations and 4,400 employees, needed a scalable, low-cost way to measure customer experience across hundreds of stores. The company’s goals were daily outreach, reliable reporting within its CRM, analysis of location performance, and an anonymous outlet for customer feedback.

National Vision deployed Genesys Proactive Customer Communications, Genesys Survey and an outbound IVR to automate daily NPS-based surveys; customers respond by touch-tone or leave voice comments that are transcribed and appended to the CRM. The solution increased outreach to about 13,000 surveys per week with a 14% completion rate (≈1,100 comments weekly), delivering timely, candid feedback for store and district managers while keeping implementation fast and costs low.

National Vision

Louann Seguin

Customer Satisfaction Manager, National Vision Inc.