Specsavers in Grays clearly demonstrated a strong and well-rounded approach to staff and customer engagement and an operational strategy which takes into account people, processes and product considerations; clearly linked to its customer focus strategy. Christine and Manuel Bhatt commented on the extremely dedicated and passionate team who are driven by the needs of their customers and will always go the extra mile to get a job done.

Nationally, the store made a drastic improvement of their Customer Service Index by implementing an online tool to measure customer service feedback and appointing Paula Davey as the In-Store Trainer, who, together with the management team led by Niki and Kiran, have made a positive difference to their business environment and local community.

Christine and Manuel congratulate the team who have a genuine passion and drive that carries their business forward, clearly reflected in their motto ‘price and product can be duplicated but our strong customer service culture can never be copied’.