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.