VSP, Costco Top J.D. Power Customer Satisfaction Surveys

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WESTLAKE VILLAGE, Calif.--VSP and Costco were ranked first in two different customers satisfaction surveys conducted by J.D. Power and Associates, the market information services company based here.

VSP leads the optical industry for the third year in a row in overall vision plan customer satisfaction, according to the J.D. Power and Associates 2006 National Vision Plan Member Satisfaction Study released earlier this month. The study measures the satisfaction of national vision plan members based on coverage and communication, cost, eye doctor network and clinical service, eyewear purchase experience and customer service support.

VSP ranks highest among eight vision plan providers and receives the highest ratings from customers in coverage and communication, cost, eye doctor network, and purchase experience. Superior Vision follows VSP in the rankings with the highest ratings in the customer service factor, and EyeMed Vision Care ranks third overall with strong improvements from the 2005 study.

“This is a reflection of our long-standing commitment of our network doctors and employees to deliver the best in eyecare in the U.S.,” said Don Yee, senior vice president, VSP, adding that VSP focuses on “quality, service and the total patient experience” for its 48 million members. Yee noted that VSP gets continual feedback from its constituents through its own satisfaction surveys.

 

The study found overall member satisfaction with managed vision care plans has improved in 2006--up 36 index points on a 1,000-point scale from the 2005 study. However, one in four members report being unsatisfied with their vision plan, particularly with the coverage and communications, cost, and customer service factors, according to J.D. Power. Additionally, 66 percent of plan members indicate they “definitely will” use their vision care plan benefits again, but only 24 percent say they “definitely will” recommend their plan.

According to a separate survey released earlier this month, the J.D. Power and Associates 2006 National Retail Vision Satisfaction Study, Costco ranked highest in customer satisfaction among in-store mass merchandiser/department store optical departments, and LensCrafters ranks highest among specialty optical chains.

The study, now in its second year, measures customer satisfaction among specialty eyewear stores and mass merchandisers/department stores who offer optical services and eyewear. In both segments, overall satisfaction is based on eyewear purchase experience, cost, retail store environment, choice and variety of eyewear, eye exam, and eye doctor office environment.

Among mass merchandiser/department store optical departments, Costco receives the highest ratings from customers in the cost factor. Wal-Mart follows Costco in the segment rankings, and receives particularly high ratings from customers for the retail store environment and the choice and variety of eyewear.

LensCrafters ranks highest in the specialty store segment and receives the highest ratings from customers for the eyewear purchase experience, retail store environment and eye doctor office environment. Pearle Vision follows LensCrafters in the rankings and performs particularly well in the eye exam factor.

“Mass merchandisers as a group perform well in satisfying customers on cost, with the eye exam and eye doctor’s office environment, while specialty retailers overall have a slight advantage when it comes to providing more choice and variety in eyewear for customers,” said David Stefan, executive director of the healthcare practice at J.D. Power and Associates.