Independent thinking

We are proud to be an independent local optician, and according to the experts at consumer body Which?, our pride is well-founded. In a comprehensive survey of UK opticians, independents topped the table with an average customer score of 87 per cent – significantly outperforming every national chain of opticians.

Which? surveyed over 4,000 practices and independent opticians achieved the maximum 5-star rating in five of the seven chosen categories.

Customer service: The Which? survey investigated seven key categories, including store environments and the thoroughness of eye tests. Local independents were the only opticians to achieve five stars in customer service, product quality and aftersales. While independent opticians received a five-star rating for their store environment and customer service, some of the national chains were awarded just two stars.

Overall ratings: There was little distinction between high-street chain opticians and retailer spin-off brands, whereas independent opticians achieved top ratings in five of the seven categories Which? assessed. The independents’ industry-leading 87 per cent customer score was calculated according to satisfaction levels during each respondent’s most recent visit.

The bigger picture: This survey of almost 8,500 Which? members bears a striking resemblance to a similar report in 2014. The previous survey also concluded that local independent practices led the way for quality and service, recording similarly large rating gaps between independents and high street chains. It seems the benefits of using independent opticians remain as compelling as ever...