“Our relationship with Tern is handled seamlessly and without problem. Their work is of the highest quality and their integrity is without question. It is these aspects that give us complete faith in the service provided”

Jill Clark, Customer Services Director at Specsavers


We were first commissioned to conduct mystery shopping ‘for Specsavers Retail’ back in 1993 by the founder of the business Mary Perkins when they numbered just 65 stores. As a long-standing partner of choice for retail mystery shopping we have helped them to become one of the most iconic high street brands, growing to over 750 stores with a focus on providing on excellent customer service.

The Proposal

Right from the start the team at Specsavers were keen to keen to position themselves as market leaders in service. In order to help with this, we developed a range retail mystery shopping surveys and reports that were designed to measure every aspect of store performance.

As pioneers in early video mystery shopping, we were the first in the UK to design and implement a programme of detailed video research that focused on every aspect of the customer/staff interaction backed up with HD quality recordings.

Some of the 4,000 retail video mystery shop visit scenarios we conduct annually include:

  • Eye tests
  • Browse and frame selection
  • Browse and glasses purchase
  • Customer handover

The Results

Our state of the art reporting platform helps teams to analyse the store performance and provides specialist customer insights to franchise owners, regional managers and directors.

Alongside the evidence rich reports, we also provide video compilations of best practice through mystery shop, allowing customer experience managers and regional sales teams to focus on improving the overall customer journey.

A relentless focus on service through mystery shopping has helped Specsavers become ranked No 1 trusted brand for both eye tests and glasses in the UK.

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