Customer cases

Cooach CX supports Vision Express in turning customers into long-life brand enthusiasts.

We measure, analyze and recommend actions meant to reduce customer experience gaps that we discover during physical observations in brick & mortar stores. Every year we conduct mystery observations in Vision Express and Trendy Optician stores in Poland. They include in-depth eye examination as well as eye diseases’ risk assessment done by the optometrist. On top, we evaluate the customer service level and we correlate customer satisfaction with the willingness to recommend Vision Express or Trendy Optician brands (NPS).
We share key findings and conclusions of our mystery audits on a regular basis with Vision Express’s team that works very hard to close the existing customer satisfaction gaps.