Optical Retail Customer Experience Case Study

An international optical retailer with over 100 stores had NPS sitting at 43, not catastrophic, but well below where a trust-led, repeat-visit business should be. The real problem was inconsistency: nobody knew which specific behaviours in which consultations were actually driving the number. Feedback ASAP’s Improvement System found the exact standards being missed at team member level and built targeted, personalised action plans store by store. Progress was tracked weekly instead of quarterly. In under eight months, NPS moved from 43 to 74, a 72% improvement and one of the largest gains on record. This case study looks at what happens when a retailer stops guessing and starts coaching against real, specific evidence.

Clinic receptionist warmly greeting a patient at check-in patient experience case study

Case Studies

Health Clinic Group Case Study

Case Studies / Phil Prosser

A national health clinic group had patient satisfaction scores that looked reasonable on paper, but bookings had gone flat and referrals had slowed. Clinical quality was never the issue, the experience around the visit was. Feedback ASAP’s real-voice feedback system captured patient sentiment right after each visit, identifying the exact standards making patients feel genuinely cared for, and the gaps quietly undermining confidence. Clinic managers received clear, personalised priorities instead of a generic checklist. In twelve months, NPS rose from 65 to 87, a 34% improvement, and bookings grew 27% over the same period. This case study looks at what happens when a healthcare business fixes the experience around care, not just the care itself.