Specsavers puts customer care in focus with in-store touch screens from IBM and CRT

Specsavers wanted to capture customer feedback at the point of experience in its retail stores. The survey needed to be automatic, engage with a representative sample of both customers and shop browsers, and deliver incisive analyses and rapid reports.

Specsavers contracted IBM Business Partner, Customer Research Technology (CRT) to provide IBM AnyPlace™ Kiosks equipped with CRT’s ViewPoint software. CRT tailored survey screens to capture instant in-store feedback fed over the Internet to CRT headquarters for analysis and reporting.