Research from Lume
The 20/20 Report
What 200 Canadian eyewear buyers told us about how they really buy glasses, and what your practice can do about it.
Through your customers' eyes · Insight 6 of 8
What a long wait really costs you
Waiting was the complaint 200 Canadian glasses buyers named most. Under a week, 8 in 10 were fine with it. After two weeks, fewer than 2 in 10 were.
Read postThrough your customers' eyes · Insight 5 of 8
Half your customers are slipping away, and most are just waiting for a reminder
46% of eyewear buyers haven't bought a pair in over a year. Most say the old pair is fine. But a third of them are only waiting for an exam or a benefits date, and the longer they wait, the less likely they come back to you.
Read postThrough your customers' eyes · Insight 4 of 8
39% of the people you examine buy their glasses from someone else
Four in ten eyewear buyers got their eye exam in one place and bought their glasses in another. We asked them why. Price is the reason they give first. The reasons under it are the ones you can fix.
Read postThrough your customers' eyes · Insight 3 of 8
Half your customers are one click from leaving
46% of eyewear buyers have already looked at buying online. We asked them what would keep them in your store. Price is only part of the answer. The rest is in your hands.
Read postThrough your customers' eyes · Insight 2 of 8
Hand over the PD. Keep the customer.
Three in four eyewear buyers have asked for their prescription or PD. The ones who get it without fuss mostly still buy in person; the ones who meet reluctance buy online at 2.5 times the rate.
Read postThrough your customers' eyes · Insight 1 of 8
Satisfied customers don't come back
Nine in ten eyewear buyers say they're satisfied, yet only three in ten commit to coming back. The gap comes down to two things: a price they understood, and the little things in how you sell.
Read postThrough your customers' eyes · The overview
The research behind Lume, shared to improve your practice
We surveyed 200 Canadian eyewear buyers to understand what they want from an optical store. The insights shaped Lume; now they're yours.
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