Case Study: Specsavers enhances customer experience with Learningbank

Specsavers links training to KPIs with Learningbank, driving 85-90% onboarding completion

Specsavers, a major optical retail chain, faced the challenge of ensuring consistent training across its many stores to protect customer loyalty and prevent damage to its reputation. Untrained employees could hurt sales and trigger complaints. Their L&D team needed a way to track training completion, quality, and engagement, and to see if it aligned with key business metrics. To address this, they partnered with the vendor Learningbank.

Learningbank provided a platform to track training performance through completion rates and ratings, and used personalization to keep learning relevant. Specsavers integrated this training data with Power BI to compare it directly with sales KPIs and customer satisfaction across stores. This focus on data and continuous improvement helped them drive high onboarding completion targets, leading to more consistent in-store performance. As a result, Specsavers Northern Europe won a bronze medal for Best Learning & Development at the International Customer Experience Awards.

Specsavers