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 continues to be appreciated by customers, with 97% rating us as modern and easy to access. We receive lots of lovely comments about the high quality specialist eyecare we offer, our helpful team and the modern technology in use at the practice. Many customers also say it’s very easy to get a convenient appointment time and they appreciate our text messages to remind them of their appointments.
Over half of our new customers 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 98% of our respondents said the receptionists made them feel very welcome and 100% rated all the staff as friendly and approachable.
We understand that some people can feel nervous or worried about having an eye examination, so we try to make sure everyone is treated with respect, understands their test results and feels comfortable asking us questions. 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 98% agreed that the optician was knowledgeable and experienced.
The survey showed customers had used a mix of our services, with more than half including an OCT scan with their eye examination. There were some customers who came for appointments through the Low Vision or PEARS eye health emergency service.
Nobody is perfect, so there were naturally a few comments about how we could do even better in the future. We’d like to thank respondents for bringing these points to our attention as we try to ensure that all our customers continue to have the a great experience at Monnow Eyecare.