Case Study: Specsavers achieves stronger customer growth and higher NPS with InMoment

Specsavers’ Journey From Traditional to Transformational CX

Specsavers, the global optical retailer, needed a better way to understand changing customer journeys as traditional transactional surveys and falling response rates left gaps in its CX insights. To move beyond a stalled survey-only program, Specsavers partnered with InMoment and its CX platform/services to build a more integrated, journey-based listening approach.

InMoment helped Specsavers expand feedback collection across touchpoints using channels like digital intercepts, SMS, QR codes, social reviews, and richer inputs such as images and video, then analyze the data with tools like Spotlight, ReviewTrackers, Active Listening, and impact/driver analysis. The result was a stronger CX program that drove +50% feedback volume, +100% Google and Trustpilot reviews, and continued month-over-month NPS improvement, supporting measurable customer growth over 12 months.

Specsavers

Gareth Dixon

Director of Central Operations