Getting it right for hearing
Getting it right for hearing

Customer research and customer journey insights

Ideas for Ears was commissioned by Black & Lizars, a leading provider of high quality vision and hearing care services, to carry out in-depth customer research to identify opportunities for refining and evolving their best practice clinical and customer care.

The independently owned business, which has 23 practices across Scotland, was seeking detailed and accurate insights regarding perceptions and experiences of their hearing and vision care patients. Ideas for Ears designed and delivered a survey-based project to achieve this. The project was concluded in April 2017.

Data was gathered and analysed independently by Ideas for Ears. Findings suggest that levels of satisfaction of extremely high amongst Black & Lizars patients, most especially amongst hearing care patients.

Some specific findings relating to hearing care services include: 100% were positive about the help they received when trying a hearing aid; 94% said they felt at ease with the clinician; and 92% said the support and understanding they received was good or very good.

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“We were very impressed by Ideas for Ears, in particular Sally’s approach to researching our hearing and eye care business which was very thorough and meticulous. Sally was efficient and worked closely with our team to perfect and conduct the survey in order to optimise insights and understanding. We were guided through the process and received very comprehensive feedback which is invaluable in the development of strategy and communications. Sally was strategic, professional, enthusiastic and I would highly recommend her services.”

Michelle Le Prevost, Managing Director, Black & Lizars

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