Our new online customer survey – the results are in!
Our customer survey, started in 2012, went digital in 2017. Your feedback helps us to monitor how we are doing against our goals of being friendly, professional and providing the best eye care possible to our patients.
Customer feedback is requested shortly after your visit, when you are sent an email with an invitation to take part in our online survey. The results are collected and independently verified by Aardvark Marketing Consultants.
The new practice extension has been a big hit with customers, with 97% rating us as modern and easy to access.
A lot of our new customers continue to come to us because of a personal recommendation from a friend or family member. In our survey 95% of our respondents said they would be happy to recommend us in this way. They are sure to get a friendly welcome as 97% of our respondents said the receptionists made them feel very welcome and 99% rated all the staff as friendly and approachable.
Because some people feel nervous or worried about having an eye examination it is important that everyone is treated with respect, understands their test results and feels comfortable asking any questions about their examination and their test results. We’re delighted to say that we received 99% agreement from customers that our opticians explain the tests and made them feel comfortable during the eye examination and 97% agreed that the optician was knowledgeable and experienced.
The survey showed customers had used a mix of our services, with half including an OCT scan with their eye exam. There were some customers who came for appointments through the Low Vision or PEARS eye health emergency service.
There were, naturally, a few comments about how we could do even better in the future. We’d like to thank respondents for these and we are giving them our attention to make sure that all our customers continue to have the best experience possible at Monnow Eyecare.