Case Study: Specsavers achieves a 32% reduction in Cost Per Acquisition with Infinity Tracking's Conversation Analytics

How did Specsavers transform their marketing campaigns and drive down CPA by 32%

Specsavers, the optical retail chain, faced a visibility problem: they couldn’t tell which campaigns, channels or keywords were driving bookings, lacked insight into what was being discussed on customer calls, and were missing opportunities because inbound calls went unanswered. This made it hard to optimise paid media and improve customer outcomes.

By adding Conversation Analytics and working with Infinity’s Insights team to analyse over 150,000 calls, Specsavers identified outcome-driving terms, refined messaging and targeting, and pinpointed exact hours when calls were missed. In three months this drove a 32% reduction in cost per acquisition, a 59% boost in the rate of PPC visits that led to calls and a 25% increase in home-visit booking calls, enabling better resourcing and more effective campaigns.

Specsavers

Rachael Harker

Digital Performance Manager