Annual Review 2018 2019 - Specsavers - Join Specsavers
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Annual Review
2018 - 2019
Specsavers
La Villiaze
St Andrew’s
Guernsey
GY6 8YP
Tel +44 (0)207 2020 241
specsavers.com
Printed on recycled paper
Our purpose Contents
To make a positive difference to the
lives of all
5 Introduction
Our promise
6 The year in numbers
To use our compassion and expertise
to help people feel good, cared for 8 Customers
and smart
14 People
Our values 20 Partnership
To treat people as we would like to be
treated ourselves 26 Corporate responsibility
Passionate about:
42 Results
Our customers the lifeblood of our business
Our people supporting our staff to be the best they can be
44 Review from the regions
Partnership at the heart of everything we do
Communities giving back to and working with our local communities 48 Specsavers Executive Committee
Results keep it simple, get it done, deliver on our promises
50 Contact details
2 3
Inside front
Introduction
2018/19 has been another incredible year for the
Specsavers Partnership. We have seen our global
partners, store teams, support office colleagues
and those in our manufacturing and distribution
sites come together to deliver tremendous
results and exceptional service.
This review describes our activities eyecare services all playing a part in
and progress over the last 12 months us becoming recognised as a trusted
and highlights just some of the things healthcare brand. We are very proud
we have done to make a difference by of our strong brand but have exciting
delighting our customers, developing plans to take it to new heights.
our people and supporting our partners.
Developing it to reflect our growing
As 2019 marks the 35th anniversary of healthcare position at the same time
Specsavers and we reflect on how our as representing our style and value
business has evolved over more than credentials is an important step in
three decades, one critical element making us fit for the future. But the
that has remained constant is having truth behind our purpose hasn’t
passionate and highly-skilled people changed since day one: we are
at the heart of everything we do. here to make a positive difference
Being knowledgeable and accessible to the lives of all.
is essential to delivering world-class
Our sense of humanity — making
customer experiences, but what
people feel good, cared for and smart
our 38 million customers across the
through the exceptional products,
globe really remember is great human
services and value we offer — is what
interactions: the special care and
sets us apart.
attention that our people provide
every day.
We are now a truly multi-category
business with optics, home visits,
contact lenses, audiology and broader
Doug Perkins Dame Mary Perkins
Chairman and Founder Founder
5
The year in numbers Optical stores Audiology stores* Domiciliary partnerships
Figures as at the end of February 2019 Norway 80
Sweden 113
48 Finland
UK 816 191 49
530 million +
6%
increase
400,000
Hearing aids sold
Contact lenses sold
ROI 57 16
77 Denmark
144 128 Netherlands
Group revenue 2018/19 Increase on Spain 9
2017/18 revenue
1.6 Partners
21.6 million + million+
Australia 330 51 52 New Zealand
Frames sold Customer feedback
responses
1.4
million +
*Audiology services are also available in 813 optical stores in the UK, 57 optical stores in the
Republic of Ireland, 86 optical stores in Australia and 142 optical stores in the Netherlands.
Optical and audiology stores
37,000 + Visitors to our website
every week
Our history
Employees
1984 1990 1997 2003
Revenue by market Opened first store in UK Entered ROI Entered Netherlands Launched
‘Should’ve gone to Specsavers’
strapline in the UK
UK £1,474.2m 2007 2006 2005 2004
ROI £113.2m
Entered Expanded into Entered Spain Entered Aquired Expanded Aquired
Netherlands £134.7m Finland audiology in Norway Louis Nielsen into audiology Blic optical group
the Netherlands in Denmark in the UK in Sweden
Sweden £127.8m
Norway £96.3m 2008 2010 2011 2013
Denmark £120.2m
Entered Australia Market leader: Market leader: Acquired UK domiciliary
and New Zealand New Zealand Australia business Healthcall
Spain £5.6m
Finland £39.3m
Australia £592.0m 2017 2016 2015 2014
New Zealand £73.3m Expanded into audiology Expanded into Partnered with Market leader: Market leader:
in Australia enhanced optical ophthalmology Finland Denmark, Norway, Sweden
services business Newmedica
6 7
Passionate about
our customers
The lifeblood of our business
It is no secret that our success lies in our unrelenting passion ‘For me, Frame Styler represents the future
of shopping. I had all the options right in front
to make a difference for our 38 million customers worldwide.
of me and could quickly create a shortlist of
Offering the best possible experience, value and choice in the frames I liked the most.‘
eyecare and hearing care ultimately enables us to help our
Louise Redknapp, singer and TV personality
customers live a better quality of life.
refers to a customer service agent in customer journey for ever-increasing number of EOS schemes that were
cases when it cannot, we are constantly mobile traffic and usage. Following a commissioned to benefit communities.
looking at ways to teach the bot new successful launch, there are plans to
We now offer optical coherence
information and ultimately extend its introduce this version in our other
tomography (OCT) in all our New
reach into other areas of our business. markets.
Zealand stores, 200 in Australia and
We also became the first, and only, This year we developed plans to more than one in three in the UK with
online contact lens retailer in Australia transform our customer experience. plans to roll out more over the next
to provide instant health fund claiming The programme is set to re-engineer 12 months. Using OCT technology has
for members of participating health the technology-enabled elements of enabled us to transform the way we
funds via our website. Our customers our customer journey, ensuring we care for our customers’ eye heath
clearly enjoy the convenience of continue to evolve while remaining the and double the detection rates of
claiming without the need to visit a number one choice for our customers, glaucoma. In 2018 our optometrists
store as we saw a significant spike now and in the future. in ANZ referred more than 150,000
in Medipass orders within the first patients for tertiary eyecare with
Our one millionth Frame Styler customer, Allison Ravenscroft, receiving her prize Enhancing our offer
four months. over 30,000 of those for glaucoma.
Our focus on enhanced optical services
Innovating the customer customer used the exclusive, virtual offering proved successful not only Our online appointment system in (EOS) – those that fall outside the
experience try-on technology. We also developed for its convenience, but also with the the UK and Republic of Ireland makes standard eye test – has continued
We have an ever-increasing level of the Specsavers Confidence Scale, benefit of an in-store aftercare service. it easy for customers to find their and in 2018/19 more than 570,000
expectation from customers. Quite unveiled by British style icon and first- Despite being the fourth country nearest store and book an eye or customers across the UK were able
rightly, they demand exceptional time glasses wearer Louise Redknapp, in our Northern European region to hearing test at their convenience. Over to benefit from the availability of this
customer service and high-quality which revealed that 20 million Brits enable online purchasing in this area, the past year, we reached a total of six service: a 37% increase on the previous
products, delivered efficiently and in a wish they had a better sense of style. we launched enhanced, market-specific million appointments booked online year. Most were assessed and treated
great retail environment. They expect The research identified that customers functionality including online bank since the pilot in 2016. This has not for minor eye conditions such as red
to be able to interact with us digitally often found the big choice of glasses transfers (a popular payment method only saved significant time in-store by eye or sticky eye, for which they would
at any time of day and using the latest on offer daunting. Frame Styler can in Finland) and an auto-refill system reducing manual bookings, but we have otherwise have had to go to their GP
technology. Our ability to respond give specs-wearers the confidence for recurring orders. also seen a decrease in the number or to the local hospital A&E. Others
to their rapidly-changing needs and to find the right pair of glasses by of no-shows as customers can cancel benefited from (not having to go to
With the increase in online order
provide a unique experience is vital to analysing face shape, examining their appointment within two clicks of hospital for) services such as diabetic
volumes, developments to improve the
protect our customers of today and purchase history and marrying the their confirmation email. retinopathy screening, pre- and post-
customer experience of buying online
continue to attract those of the future. results with latest trends. cataract surgery assessment and
continued at pace in Australia and New We also developed a new solution
glaucoma monitoring.
Our game-changing app - Frame Styler Customers in Finland can now buy their Zealand, including the introduction of a in the Netherlands to support the Celebrating the introduction of optical coherence
tomography (OCT) in our 200th store in Australia
- enjoyed continued success in the contact lenses through our website. 24/7 Chatbot service for contact lenses growing number of bookings coming Working closely with the NHS and
UK and we celebrated an incredible As 50% of all contact lenses sold in the customers. With 60% of queries being via our website. It has been built using with LOCs (local optical committees),
milestone when our one millionth Finnish market are bought online, our successfully answered by the bot which a mobile-first approach to improve the we saw an increase of 22% in the
8 9
Specsavers optometrist Sanjiv Koasha providing optical care via our home visit service
2018/19 was a fantastic year for our Not only does the service offer Focus on frames Osiris Eyewear has been part of
home visit service in the UK and significant benefits to our customers Increasingly, our customers expect not Specsavers history for over 20 years
Republic of Ireland as we provided and reduce public health spending due only unbeatable value but also great but following feedback from our
optical care for 120,000 housebound to fewer unnecessary referrals, it also choice in styles, brands and ranges. customers and in-store teams, the
people. By extending our offer of provides additional, case-based training In 2018/19, we continued to lead the range was completely reviewed last
excellent customer service and for all our optometrists. way in frame design and development, year. The result was an inspiring
unbeatable value to those who are selling more than 21.6 million glasses revamped range and we were
Since announcing our ground-breaking
unable to visit our stores, we saw worldwide. incredibly excited to announce our
partnership with Newmedica in the
sales increase by 15% in the UK and partnership with singer/songwriter
UK in 2016, we have achieved a great Following its popularity in the UK
14% in the Republic of Ireland. Gary Barlow as the new face of Osiris
deal together: opening a range of and Republic of Ireland last year, our
in the UK and Republic of Ireland.
We also published the inaugural State new services, doubling the size of the much-anticipated collaboration with
of the Nation Eye Health report in business and delivering outstanding international artist will.i.am is now
Australia and New Zealand. It provides a clinical experiences for more than offered as part of our global frame
comprehensive overview of the status 120,000 patients during 2018/19 alone. portfolio. We saw an average of 43%
of eye health in the region as well as Newmedica operates across 25 sites new customers under the age of 35
new data and insights based on analysis in England, covering the major adult coming into our stores to review
of more than six million patient journeys. sub-specialities of glaucoma, cataract, the range in Australia and New
medical retina, macular and YAG Zealand alone.
We worked with Diabetes Australia
lasers. Four Newmedica eye health
to develop the KeepSight initiative As part of a continued global focus on
clinics and surgical centres opened as
which communicates directly with the kids’ market, we worked with our
ophthalmology joint ventures in the
the 1.3 million Australians living with best-selling brand Disney to launch
past 18 months and we have plans for
diabetes to ensure they are receiving Disney Vintage frames in celebration of
at least two more in the year ahead.
clear and regular messages about Mickey’s 90th anniversary. Superheroes
when their next eye exam is due. As Hulk, Iron Man and Captain America
part of our commitment to eliminate have been introduced to our Marvel
diabetes-related sight loss, we have collection in line with the Avengers:
pledged A$1m annually for five years Infinity War film release, making it one
towards the programme. of the most successful branded ranges
in the children’s category last year.
We invested in an opportunity to
enhance customer care in Denmark To ensure inclusivity among our
with the launch of a specialist eye- youngest customers, we go beyond
health tool. The system gives our considering popular characters during
in-store optometrists direct access our design processes. As such, we
to a secure, online hub of trusted included eight new KidsFit frames
ophthalmologists, who they can ask to within our Disney and Marvel offerings
review cases before formally referring which are specifically developed for
to ophthalmic-level care. This service, children with low bridges and small facial
which is the first of its kind in the parameters. These frames were a big
market and offered at no extra cost hit with children and parents alike, with
to our customers, has been used with one being shortlisted in the Optician
huge success and now sees almost Nigel Kirkpatrick, consultant ophthalmologist and clinical Awards’ Frame of the Year category
director, and Carl Hall, operational director, at the eye
1,000 cases reviewed every month. health clinic and surgical centre in Gloucester, England due to its innovation credentials.
10 11
Day: our fastest-selling range in Northern Europe to date Winning Audiology Retailer of the Year in the Netherlands
Specsavers stores across Australia and Using a special high-index material enables our store teams to make results can be reviewed immediately by 94% of our Northern European food items and deliver them to Anne
New Zealand were the first to introduce means that, as the name suggests, recommendations about the benefits an in-store clinician and then emailed customers provided excellent feedback along with her glasses. She stayed all
our newest couture brand, Marc Jacobs, lenses can be made thinner and lighter, of owning glasses and contact lenses directly to the customer. The digital about their eye tests with us. But afternoon for a chat over a cup of tea
to the market. Its huge success has which is great for high prescriptions. rather than glasses or contact lenses as application has been hugely popular, we are always striving to do more: and even assisted in changing Miss
seen the subsequent launch of this Not only do extra thin lenses improve further development and innovation of meaning customers who have no the greatest improvement was in McGill’s oxygen tank.
exclusive collection across all regions to the appearance of glasses, but extra our dual-wear offer continues. hearing loss or referable conditions Sweden where we saw the number of
We are reassured that more people
further extend our premium portfolio light properties make them more can save time with a 15-minute rather respondents classed as ambassadors
Advancements in audiology than ever are choosing and trusting
and fashion credentials. comfortable to wear. than one-hour appointment. (being either extremely satisfied or
We continue to provide our customers us for their optical and hearing care
very satisfied with the value and overall
Last year saw our biggest-ever We partnered with a major new in the UK, the Republic of Ireland, the For the second consecutive year, because of the outstanding service
experience at Specsavers) rise to 88%.
launch in Northern Europe. Day quickly lens supplier and built even stronger Netherlands and most recently Australia our Dutch hearing business showed they experience as highlighted in
become our fastest-selling range in the relationships with our existing with access to the highest-quality a volume growth of more than 20%. We know that such results don’t feedback messages like this one from
region to date, achieving record sales providers, enabling us to move a audiology products and services, at We celebrated that thousands of happen without our truly exceptional a customer in Southern Australia:
within its first six weeks. The collection number of single-sourced product the best value, delivered through the consumers voted us Audiology Retailer teams, whose care and compassion
‘We have been going to Specsavers
was implemented to add an injection of lines to multiple channels of supply. most professional and trusted teams. of the Year in the Netherlands as changes people’s lives for the
Newton for many years now because
colour into the existing portfolio and awarded by leading retail consultancy better every day. We have various
Following the launch of easyvision We celebrated the first anniversary the staff show great patience in
proved so popular that it will go on to Q&A. We also introduced a new service programmes where we recognise
unique contact lenses in the UK and of our audiology partnership model in working with our son, Archer, who has
help shape future designs. for our customers: insurance against those team members who have gone
Republic of Ireland, we extended Australia. With 51 audiology partners limited language and comprehension
loss, irreparable damage and theft of the extra mile for their customers.
As well as new additions, we continue the subcategory of our trusted and now providing expert services in 86 skills. The team members show him a
the hearing aids.
to refresh and expand existing ranges - exclusive easyvision core brand to all stores across the country, and new The overall winner of our Customer great range of frames and don’t rush
most recently, Tommy Hillfiger. our markets. We also expanded the businesses opening every week, we The launch of Specsavers advance First award in the UK last year was him into making decisions about his
The update contributed to a 19% year- range of easyvision contact lenses are continuing to change the industry rechargeable hearing aids brought Claire Feeley, an optical assistant from choice. They allow one of us to be
on-year increase in sales volume. available, providing our customers for the better by offering high-quality, latest technology and unbeatable value our Bellshill store - here’s her story: with him at all times to help explain
with the best quality and up-to-date affordable products backed by the together into our own branded products information if he does not fully
Progress in lenses During the dispensing process Claire
technology while remaining affordable. provision of clinical excellence. for the first time. The new range understand what he needs to do.’
The ongoing growth and enhancement found out that her customer was
provides exceptional hearing clarity
of our global ophthalmic lens portfolio For example, one of our new daily 2019 also marked an industry milestone suffering from leukaemia. Anne McGill’s
at our lowest ever price and is packed
saw sales volume increase by 2.3% disposable contact lenses offers as we became the first audiology friend had brought her to the store
with digital technology and special
as almost 45 million lenses were uncompromised comfort and handling provider in Australia to offer instant for an eye test but told Claire that she
features that allow a more natural
manufactured or supplied to our for our customers at outstanding value. health fund claiming for customers was going on holiday so wouldn’t be
hearing experience while negating
stores last year. easyvision daily alea lenses use smooth in store. available to bring Miss McGill back to
the need to fiddle with batteries.
silicone hydrogel to enhance all-day collect her glasses. There didn’t seem
The introduction of polarising for We developed innovative technology
comfort. Additionally, the innovative The value of feedback to be any other carers, so Claire offered
1.6 single-vision lenses is another to revolutionise the customer
Smart Touch™ packaging design means During the past year, we received more to deliver the new specs to Anne’s
example of our commitment to journey, increase efficiency and make
the lenses are never inside out, making than 1.6 million feedback responses via home once they had arrived.
ensuring customers have affordable audiology more widely available. Now
their handling easier and reducing the our global customer feedback system.
access to some of the very best allowing us to offer hearing tests in On the day the glasses were due to
risk of fibres or contaminates being Hearing directly from our customers
products. Unlike ordinary sunglasses, all UK stores, AudioPad is a British be collected, Claire phoned Miss McGill
present on the lens surface. is invaluable in helping us to really
polarising lenses eliminate glare Society of Audiology (BSA) compliant to confirm delivery and she told Claire
understand what is important and
from horizontal surfaces such as These advancements are in support four-frequency pure tone hearing how much she was looking forward
continues to influence and shape the
roads, water and snow. of our activity to make contact check with triage questions which is to her visit as she hadn’t managed to
ways in which we make a difference.
lenses an integral part of every completed on a compatible iPad with get out or have any company since
We also extended our varifocal offering Customer service index scores were
customer interaction. Having lifestyle a set of calibrated headphones. The her friend went on holiday. Claire took
to the Ultimate Thin + Light range. fantastic across all our markets and
conversations with customers check takes around 10 minutes and the it upon herself to buy some essential Our 50th audiology partner in Australia, Alvin Gan
12 13
Passionate about our people
Supporting our colleagues to be the
best they can be ‘Working in manufacturing as a shift leader
for a number of years, I felt I was a good judge
of character and was sensitive to individual
Our people are committed to doing the little things that ‘The Grow Our Own programme opened up
differences. But attending the unconscious
bias training has made me re-evaluate how I
matter, better, every day. The sum of which is our stellar so many amazing opportunities to me that perceive people. It has made me aware that
performance, sustained over many years. Our ethos is to I would not otherwise have had. I am really people may see me differently to how I actually
grateful for this and look forward to building am as a person, so I am now more conscious of
offer inspiring development and fantastic opportunities on these experiences in my ongoing career how I act around my peers.’
to help our 37,000 store, support office and supply chain at Specsavers.’
A leader in one of our manufacturing and
colleagues continue to make a difference, either by serving Grow Our Own participant distribution sites
customers or supporting partners and their teams.
Focusing on diversity distribution sites – raising awareness We have always made good use We launched our new global Future their full potential. We held the We also introduced a new event
and inclusion of unconscious bias and encouraging of flexible working. Last year we Talent programme designed to help inaugural Australia and New Zealand for our global supply chain leaders,
An inclusive workplace values and everyone to challenge their own reinforced our position by developing futureproof business growth by leadership conference, bringing including general managers and
provides equal opportunity to behaviours. online support materials and practical building long-term succession together the regional leadership operations directors from our
everyone regardless of differences. guidance for people managers to plans and developing technical and team to collaborate and think manufacturing and distribution sites.
We partnered with a worldwide
At Specsavers we recognise the help them manage more flexibly. functional experts in core business differently. With innovation high on Bringing these people together for
diversity and inclusion organisation to
benefits of embracing a diverse and We also launched an additional areas. We identified a total of nine the agenda, attendees were treated to the first time to look at our long-
develop and deliver bespoke training.
inclusive workforce, in terms of better programme in Australia and New ambitious individuals from internal a thought-provoking keynote speech term framework and discuss plans
This included facilitating workshops for
business performance, more engaged Zealand which included related and external pools across all our by global futurist and innovation collectively helped to build stronger
our leadership population, interactive
employees, enhanced employer brand workshops. regions, to take part in the 18-month strategist Anders Sorman-Nilsson. connections and team collaboration.
online workshops for our managers,
and greater innovation. programme. During this time, they
as well as building and launching digital In the UK, we published our gender
will embark on extensive and
In 2017, we kicked off our global development tools for all employees. pay gaps for Specsavers Optical
engaging learning and development
diversity and inclusion programme with 87% of leaders and managers have so Superstores (our UK support office
opportunities including three six-
the Specsavers Executive Commitee far benefitted from this programme. network) and Vision Labs (one of
month placements in the product,
devoting time to explore ‘unconscious To keep unconscious bias awareness our manufacturing and distribution
retail and marketing functions.
bias’. The key focus for us in 2018 was firmly on the radar, we also put in sites), for the second consecutive
to build a shared basic understanding place a two-hour online workshop year. The report highlighted that, So far, 174 people from across the
around inclusion across our support suitable for new joiners or those like many other businesses, we globe have benefitted from being
offices and manufacturing and wanting to build on previous have more men in senior roles part of the global Grow Our Own
knowledge. than women. We also looked at programme, which is now in its third
this representation across our year. The programme offers a blend
In our UK and Guernsey A review of our recruitment and
main global businesses. of core and bespoke development
support offices alone, talent management activities is
opportunities, so that each participant
a recent pulse survey ongoing to ensure that every role Helping our support office
can create a unique learning journey
showed that more than is open to the widest pool possible, teams succeed
to suit their needs. The groups also
and our commitment to more flexible We have a strong legacy of growing
75% of people benefited network globally to learn from each
working in our support offices our talent from within and developing
from some form of gives our existing and prospective a strong pipeline of talented individuals
other and share experiences.
flexible working in 2018. employees freedom around how, with the skills and capabilities that we We are equally passionate about
when and where they work. need, now and in the future. enabling our current leaders to reach Our leaders in Australia and New Zealand gathering in Melbourne for the inaugural leadership conference
14 15
Partners Alan Phillips and Mark Anderson being presented with their Platinum Employer award by Councillor Kate Anolue Holding a career information event for store team members from across Victoria, Australia
as Enfield becomes the 500th Specsavers UK store to be accredited
Developing talent in our stores first time to inform store team and cataracts. Through our partnership programmes, with many progressing Specsavers Clinical Conferences took
More and more colleagues are members about the various options with the International Glaucoma through a bespoke pathway onto place with huge success across all our ‘The PAC is a unique event. It’s
progressing their careers as our available to help develop their careers Association (IGA), more than 3,500 the FBDO (Fellow of British Dispensing regions during 2018, with more than all about doing the best thing
development offer for clinical and at Specsavers. Optical assistants, Specsavers front-of-house colleagues Opticians) by distance learning, 5,200 optical and audiology for patients, putting them at
retail training continues to grow. dispensers, managers and optometrists in the UK and the Republic of Ireland to become a registered dispensing practitioners globally taking part in
the centre of everything we do.’
from stores across Victoria attended have completed online training to give optician. events offering world-class learning
There was impressive commitment
Your Next Step and learned about them an increased understanding of and professional development.
to learning and development in We piloted an Australian-based Paul Morris, UK Director of
programmes to enhance their glaucoma and the confidence to advise
Northern Europe over the past year. programme to make it easier for We also held a series of smaller events Professional Advancement
dispensing skills, advance them into patients on effective administration
We established virtual classroom optical dispensers to access an across Northern Europe which
leadership and management roles, of eye drops.
learning by delivering more than internationally-recognised FBDO included Norwegian optometrists
and ultimately prepare them for
300 online sessions, 80% of all store Our optometrists in Australia and qualification. Traditionally, the gathering in Stavanger to learn
business ownership.
team members across the region now New Zealand obtained a total of more Fellowship Dispensing Diploma, which about our approach to working
log into iLearn - our online learning As we continue to make sure that than 16,300 continuing professional is offered by the Association of British with ophthalmologists and a Swedish
management system - every month Specsavers is an attractive and well- development (CPD) points, helping to Dispensing Opticians (ABDO) has only expert in dry eye syndrome meeting
and 5,600 people booked onto one respected career choice, we are ensure the provision of best-practice been available to Australians and New with optical practitioners in Malmö.
or more of the 700 training courses proud that 75% of UK stores have clinical care to patients. Almost 90% of Zealanders in the form of a distance
Around 2,000 attendees in the UK
on offer. now achieved Platinum Employer these points were focused on learning programme that requires the
benefitted from a truly
accreditation, proving they have glaucoma and delivered through an student to travel to the UK or Malaysia
Recognising the importance of multidisciplinary approach
everything in place to provide a engaging mix of online to complete their examinations.
convenience and making learning easy at this year’s flagship clinical event, the
great place to work. and face-to-face learning. By working with ABDO to offer a
to access we consolidated our product Specsavers Professional Advancement
locally-facilitated diploma course we
training content and worked on ways Professional development We also introduced new pathways Conference, with a programme that
can give more of our experienced
to digitally improve our offering. The Education for our optometrists is as for accredited qualifications for brought together optometrists,
dispensers the opportunity to elevate
result was a mobile-friendly Product important as ever. Enabling clinical clinical support staff, including the contact lens and dispensing opticians,
their professional skills while obtaining
Learning Hub and, with more than and dispensing support staff to gain NHS-approved Diploma for Healthcare optometry undergraduates,
a highly-reputable accreditation. The
3,500 unique users within the first professionally-recognised qualifications Science Assistants (EOS Diploma), ophthalmologists and audiologists.
initial success of the pilot programme,
four months in the UK alone, proved is a key part of ensuring quality of designed to provide learning and skills In a first for the event, an interactive
which combines online modules with
that easily accessible, bite-size learning care to all our patients and customers. to a recognised national standard for discussion workshop brought together
locally-based, face-to-face workshops
is key to helping our teams offer great those working as part of an NHS and optical and audiology professionals to
In the UK, our optometrists have and the ability to take examinations
service to customers. private healthcare team. During the examine consent issues and clinical
now completed more than 10,000 in Australia, has led to enrolment
last 12 months, more than 750 students cases involving multidisciplinary care
We held a career information event at postgraduate accreditations in plans for a full September 2019 intake.
have been following our accredited for both hearing and sight loss.
our Melbourne support office for the minor eye conditions, glaucoma
16 17
Our largest-ever intake of graduate optometrists in Australia and New Zealand
As part of our ongoing drive We also welcomed the largest ever
to become the first choice for intake of graduate optometrists in
optometry graduates, we continued Australia and New Zealand as 150
to offer a clinical programme at recently-qualified professionals
seven universities across our Northern joined our two-year development
European markets, with a record high programme - a 48% increase on
of 850 participating students. We also the year before.
saw a 35% increase in the number of
optometrists completing professional
training compared to 2017 and offered
a new optical dispenser course for
each country within the region.
18 Delegates at our seminar in Denmark 19
enjoying the interactive exhibitionsPassionate about partnership ‘I really enjoyed the enthusiasm throughout.
I thought the contact lens session was fantastic
At the heart of everything we do and loved looking at the new frame launches
in the media suite. This was my first seminar
as new management and I was inspired.’
The strength of the Specsavers partnership is paramount to
our success. Supporting our partners to lead their teams in UK store manager attending the national
seminar for the first time
making a difference to people’s lives is what sets us apart.
partner representation involved in In the UK, we transformed the We introduced a capability framework
decision making has proved to existing programme to be more for our partners across Australia and
be a huge success. Similar flexible and accessible, enabling New Zealand to help define what
arrangements are in place across more people to undertake Pathway great leadership means at Specsavers.
all our markets, enabling partners at their own pace. The provision of This is supported by a suite of tools,
to meaningfully contribute to the more commercial and operational workshops and activities designed
issues that will shape our business. themed modules also helps to ensure to assist partners to reflect on,
new partners are business-owner- and develop in, these skill areas.
Our Pay It Forward forums and
ready from the start. Forty-five people
activities continued across all regions. An initiative known as store safaris
took part in a pilot version, 85% of
This concept, which is based on the continues to present a unique
whom were appointed as partners
mantra of partners supporting one opportunity for partners to come
within four months of completing
another, enables the very best together in an informal setting and
the programme. In addition, 120 new
experiences and practices to be share knowledge, experience and
Pathway learners officially began
shared and promulgated. advice. We saw more and more
their journey to partnership since the
examples of safaris creating new
programme’s revamp in September
Supporting and developing partner communities, providing
2018 and a further 180 used the
partners valuable support networks to
partner learning diagnostic to
Continuing to inspire and grow our address common challenges and
assess their development needs.
existing partners, as well attracting share successes across many of
and preparing potential partners, As part of our ongoing support our markets. In Finland, where store
Members of our Grenaa store in Denmark winning the Best Overall Performance award at the Danish seminar is integral to our future success. for newly-appointed partners, safaris took place for the first time
we offered a bespoke programme last year, peer-to-peer support
We enhanced our in-house
in the UK designed to upskill existing was successfully put into practice
development programme for aspiring
Nurturing our partnership was held over two days and we addition, audiology partners joined partners in mentoring techniques, on topics such as improving
joint venture partners – Specsavers
Our global programme of partner extended the invitation to store their optical peers for the first time at with more than 90 people now signed conversion rates and driving
Pathway – through the launch of
events, which includes communication managers for the first time. As our the 2019 partnership seminar in Sydney up to the partner mentor network. customer volumes locally.
an additional offering for Pathway
meetings, seminars, webcasts and future leaders, it is critical that and the awards section was expanded
graduates in Australia and New
forums, not only provides fantastic managers understand the context to include Audiology Business of the
Zealand. Pathway Plus provides
networking opportunities but also the behind the initiatives and priorities Year and Excellence in Integration
opportunities for those who are
chance to launch and obtain feedback they need to deliver with their of Audiology.
in the process of transitioning to
on initiatives, provide updates on plans store teams. More than 2,000 delegates
Continuing to establish opportunities store ownership to further progress
and priorities and tackle business were treated to even greater content,
for partners to contribute and engage their leadership and business
challenges together. presentations and interactive
with our business planning process management skills. They are also
exhibitions than ever before.
Regular seminars take place in each plays a vital role in helping to shape invited to participate in Spotlight, our
of our regions when partners come We held the inaugural audiology the future of the partnership. In the award-winning leadership development
together to celebrate achievements partner communication meeting in Netherlands, we invited local partners programme for existing partners.
and look ahead at business plans for Australia, which after being received so to join our executive management Following its initial success in Australia
the coming year. 2018 saw our biggest- positively has now become a regular team and sit on our hearing board. and New Zealand, Pathway Plus will be
ever seminar take place in the UK as it fixture in the Specsavers calendar. In Elected by their peers and having rolled out in other regions during 2019. Our biggest-ever seminar took place in the UK last year
20 21‘I love that there is a style on offer for
everyone and the #LoveGlasses campaign
truly celebrates the diversity of specs available
to suit every individual. My glasses have
significantly improved the quality of my
life and my natural confidence.’
Mia MacDonald, #LoveGlasses competition
winner in New Zealand
Reaching more customers essential and how they can be used our charity partner which aims to
Working with our partners to attract to flag certain health conditions. prevent avoidable blindness.
more people to our services - whether
As part of a multimedia campaign to Marketing our style credentials and
in store, online or at home - involves
promote our eyewear collaboration appealing to fashion-conscious
impactful campaigns, sponsorships
with renowned musician will.i.am, customers have been key areas over
and creative initiatives.
we activated a Specsavers-sponsored the past 12 months. In Australia, we
Our sports sponsorships, such as Snapchat lens for the first time. were official eyewear sponsor of
deals with the New Zealand Super The lens resembled a hero shot of Melbourne Fashion Week when the
Rugby referees, are important brand- will.i.am, giving snapchat users across city was taken over with events to
strengthening partnerships. In the the UK and the Republic of Ireland the celebrate its renowned fashion scene.
UK, we became the official partner of opportunity to virtually try on three We ran a styling pop-up space offering
England Test Cricket which includes pairs of will.i.am frames and share the frame styling sessions and advice from
The Specsavers Ashes Series. images socially. The multiplier effect of fashion designers such as Specsavers
social sharing allows us to organically ambassador Alex Perry and our
However, our reach goes beyond
reach a wide audience very quickly. in-store style squads to help people
affiliations with sporting organisations
find their new favourite frames.
as we continued to be the most The initiative was a huge success, with
recognised partners of the Royal 140,000 people saving the selfie to Enhancing our supply chain Specsavers is the official partner of England Test Cricket Olympian speed skater Yvonne van Gennip is the Specsavers eye health ambassador
in the Netherlands
National Institute of Blind People (RNIB) their camera roll and 170,000 users Continued investment in our supply
and the Glaucoma Association in the swiping up to view specsavers.co.uk, chain means we are well equipped
UK as well as several eye health resulting in a record-high for traffic to support our ever-growing business
types, including SuperClean lenses, the time. Display-only frames will a tool to assist with the consistent
federations across Northern Europe, to our website. The activity also led and provide the very best service
can now be glazed at the facility. be kept in store for customers to measurement of defects, both of
including Diabetes Fonds in the to us winning the best use of social to our customers.
By using more innovative technology, view and try on so that brand-new which are used universally.
Netherlands. media advertising category at the
Our manufacturing and distribution implementing smart re-design choices, frames are ordered as part of the
2018 Social Buzz Awards. Investing in our stores
Raising awareness of public health sites across Asia Pacific set a and improving process flows, we dispensing process.
Ever-growing customer numbers mean
issues continued to be a priority for Launching the inaugural #LoveGlasses phenomenal new record as more reduced the physical size of the
Our quality assurance teams ensure we need to ensure our stores are
Specsavers last year. Eye health competition provided another than 500,000 orders were processed glazing lab by 50% to create space
our frames are produced to the equipped to offer the very best service
ambassadors such as Olympians Sir opportunity for an exciting, interactive and despatched to Australian and for expansion in other business-
highest standard and in 2018 we and experience. This involves opening
Steve Redgrave in the UK and Yvonne customer experience as we celebrated New Zealand stores in just one month. critical areas.
extended the already rigorous new businesses, expanding, relocating
van Gennip in the Netherlands helped spectacle wearers across Australia and
We embarked on an expansion project Lens-Online and NRLX/Hi-Spec Lenses frame-testing capacity and criteria or reconfiguring existing ones, as well
us highlight the importance of early New Zealand. As an evolution of our
at Vision Labs, Szatmár Optikai and introduced new automated solutions at our facility in Hong Kong to as using leading technology to innovate
detection and prevention of conditions popular Spectacle Wearer of the
Airways Optical Limited which will to extend storage capacity without include enhanced durability, hinge processes and increase efficiency.
which lead to avoidable sight loss. Year event, we invited proud glasses
enable all our European surfacing the need for additional floor space. and component checks.
We also teamed up with UK television wearers to post a spec selfie to social We opened 60 new optical and
labs to produce 100,000 lenses
presenter Eamonn Holmes to talk media using the hashtag. The contest This will support the roll-out of a To aid efficiency and consistency of audiology stores across the UK and
per week.
about the suggested link between attracted wide interest, with thousands project into our UK stores to deliver lens products across our territories, Republic of Ireland – the most we
hearing loss and dementia. As of entries posted from across the region. The installation of another state-of- fantastic choice to our customers, we launched a global modular lens have ever opened in a single year –
audiology ambassador, Eamonn helped We also donated A$1 per #LoveGlasses the-art glazing machine at Melbourne ensuring they can view our complete audit process. We also developed an and added 319 extra test rooms,
explain why regular hearing tests are selfie to The Fred Hollows Foundation, Glazing Services means that all product frame range, every time and all audit training programme as well as designed to create a more comfortable
22 23environment. We also now have window display units in Norway,
39 stores within Sainsbury’s Finland and Denmark.
supermarket locations, increasing
We opened six new stores in Australia
convenience and accessibility for
and expanded, relocated or refurbished
even more people.
66 stores across the Asia Pacific region.
In Northern Europe, we opened 16 This included the provision of 83 new
new businesses and worked with audiology test rooms.
our partners in around 70 stores
As our stores operate in ever-
to make improvements through
evolving retail and competitor
either relocations or expansions.
landscapes, we worked with local
This investment included the addition
partners to refit three of our existing
of more than 300 facilities such as
stores in Copenhagen, London and
optical testing, audiology services,
Melbourne and trial exciting future
pre-test and visual screening rooms
concepts. As well as revamping
and dispensing stations. We also
the overall look and feel, we made
embarked on a project to roll out
innovative improvements to our
digital messaging across the region
product displays and clinical
by introducing almost 200 digital
environments.
24 25
Our new concept store in LondonPassionate about
corporate responsibility
Supporting our local communities
Our position
At Specsavers, we are passionate Last year, more than £94m of tax was
about giving back to and working paid on profits generated by Specsavers
with our local communities, wherever businesses to the governments of the
in the world we operate. We support countries in which those businesses
many local, national and international operated. In addition, we generated
causes, and are committed to and collected a number of other taxes,
supporting eyecare and hearing care such as employee and sales taxes. In
projects in developing countries. In 2018/19, the total amount contributed
the past 12 months, we have donated to tax authorities around the world as a
more than £2.5m to charities and good consequence of Specsavers’ commercial
causes globally. activities exceeded £630m.
Tax payments make a vital contribution Our stores provide employment for
to sustaining social welfare across all more than 32,400 local people, all of
our markets, enabling governments to whom have access to regular training
fund policies that help people avoid and development, helping them to
economic hardship. We recognise our progress through Specsavers on
responsibility to pay the amount of tax their chosen career path. The same
legally due in the country in which that is true for the 4,600 people who are
liability arises and to comply with the employed in our support offices and
applicable rules and regulations in each manufacturing and distribution sites
of the countries in which we operate. around the world.
26 27Assisting with beach cleans in Spain to support environmental charity Plastic Free Seas Donating pairs of unwanted glasses to a project in Sri Lanka Volunteers from our stores in Finland supporting at an eye camp in Tanzania
Our progress
Across all our markets, we are involved • More than 200 of our UK stores blindness. Our store in Calpe also (Stichting Oogfonds) to raise • €20,000 was raised for the Friends Norway
in a vast number of activities to raise took part in fundraising activities donated more than 1,000 pairs to awareness and enable scientific of the Children’s Hospital Association • Our stores and support offices
money for local, regional and national for Wear A Hat Day 2018 in aid of a project in Sri Lanka. research about eye health. to support research into eye diseases collectively raised NOK 150,000 for
charities, helping to improve the lives Brain Tumour Research. affecting children. various local causes, including the
• Our stores supported the Cruz Roja Denmark
of those less fortunate than ourselves. Norwegian Association of the Blind.
• More than 1,000 people in Kolkata, (Red Cross) Christmas campaign • Louis Nielsen donated 4,000 pairs of • We continued to support the Give
Here are just some of the highlights India, received eyecare from our through the collection of toy unwanted glasses as part of our Give Sight in Tanzania project by organising • We donated NOK 250,000 to the
from 2018/19: store partners from The Republic donations for families in need. Sight in Tanzania initiative, bringing a local eye camp where volunteers humanitarian organisation Right to
of Ireland in conjunction with the total contribution from our from our stores spent a week Play, which aims to teach children
The UK and the Republic • Our Fuengirola store collaborated
The Hope Foundation. We raised Danish stores to 40,000 since the conducting sight tests and dispensing in need using educational games.
of Ireland with local food bank Bancosol to
€75,000 to help the charity promote project began. 2,000 pairs of glasses to people in
• Our stores and support offices raised support disadvantaged members • By travelling to Tanzania to take part
the protection of street and slum need, as donated by our customers.
more than £1.3m for various good of the community and sponsored • Following our new partnership with in our Give Sight initiative, we helped
children in Kolkata.
causes, including Vision Aid Overseas, environmental charity Plastic Free Danish Association of the Blind, we Sweden thousands of people through the
Guide Dogs for the Blind, Blind • We supported Red Nose Day for Seas, assisting with local beach cleans. raised 542,000 DKK for research into • We continued our collaboration provision of free sight tests
Veterans UK, Hearing Dogs for Deaf the third year by selling jester- eye diseases by donating 20 DKK with the Swedish Association of the and glasses.
The Netherlands
People, and Sound Seekers. themed novelty glasses in our stores, every time we completed a (free to Visually Impaired, working together
• €200,000 was raised by donating
resulting in a donation of more than customers) eye test. on several awareness-raising activities.
• We met our £100,000 pledge target a percentage from every pair of
£334,000 to Comic Relief, which aims
for the Royal National Institute glasses or hearing aid sold to local Finland • Our support office raised SEK 40,000
to tackle poverty and social injustice.
of Blind People to fund sight-loss and national charities. • We donated €20,000 to the Finnish for Gothenburg City Mission which
advisors around the UK. Spain Federation of the Visually Impaired. helps low-income and disadvantaged
• Many members of our store teams
• 5,000 pairs of unwanted glasses families.
• Our annual Spectacle Wearer of the volunteered at their store’s chosen
were collected by our Spanish
Year competition raised more than local charity for a day.
stores and donated to the Lions
£105,000 for anti-bullying children’s
Club International, which works to • We embarked on a partnership with
charity Kidscape.
eliminate preventable and reversible The Eye Association Netherlands
28 29Carrying out sight tests as part of an outreach programme in Lautoka, Fiji
Australia and New Zealand • For the first time this year we ran (PEI) in Fiji we helped students Supply chain
• Our community programme a fundraising campaign using social working towards their Postgraduate • Our global supply chain teams and
celebrated its fifth anniversary. media during which A$1 was donated Diploma in Eyecare, worked with manufacturing and distribution sites
This initiative now sees 89% of our for every customer who posted a nurses to carry out much-needed supported more than 40 charities
stores across Australia and New specs selfie to #LoveGlasses, raising sight tests, and distributed glasses and good causes both locally and
Zealand donating 20 cents from a total of A$29,900 for The Fred to hundreds of locals in need. nationally by donating a total
every pair of glasses sold to charity. Hollows Foundation. of £37,000.
• Fundraising activities at 20 stores
As a result, 211 local charities, such
• During World Glaucoma Week, across New South Wales helped to • In Hong Kong, we focused our
as the Taronga Conservation Society
we raised A$10,000 for Glaucoma fund 30 operations using a state- efforts in support of environmental
and Surf Lifesaving South Australia,
Australia with donations going of-the-art surgical robot. Over the issues by volunteering at a local
received a total of A$505,000, while
towards supporting the detection past five years, the stores have beach clean event. We helped to
A$432,000 was raised for The Fred
of, diagnosis of and research into raised a total of A$120,000 which clear 5,000 pieces of litter that could
Hollows Foundation.
the eye disease. has been donated to the Chris otherwise have damaged marine
• We embarked on a new partnership O’Brien Lifehouse in Sydney, a wildlife and fishing industries.
• We continued to support outreach
with Lions Recycle for Sight, enabling not-for-profit, independent centre
programmes by sponsoring some • Our team at Szatmár Optikai in
our customers to donate their specialising in advanced treatment Volunteering at a local beach clean event in Hong Kong
of our optometrists to assist with Hungary collected and distributed
pre-loved ophthalmic frames and and research for patients suffering
intensive training schemes in remote Christmas presents for less fortunate
prescription sunglasses to a worthy from rare and complex cancer cases.
locations. At the Pacific Eye Institute members of the community.
cause. Once collected, the glasses
are checked, cleaned and categorised • We adopted a partnership approach
by the charity. If the glasses pass with key suppliers to positively
the quality control tests, they are ‘Lions Recycle for Sight is a part of the Lions Clubs International impact communities and generate
delivered and dispensed to people in Worldwide Eyeglass Recycling Program. Over the past 26 years growth and prosperity into local
need through a number of partnering in Australia alone, we’ve delivered more than seven million pairs economies. Last year a school in
humanitarian organisations. We also of refurbished quality glasses to people in need all around the Bangladesh received funding, a
helped provide funding for new world. We’re really excited about working with Specsavers on this country in which 4,000 people
quality-testing equipment and program because it will mean that we can process more glasses are employed to manufacture
glasses storage. than ever before and save the sight of so many more people.’ goods primarily for Specsavers.
Ken Leonard OAM, Chairman of Lions Recycle for Sight, Australia
Collecting customers’ pre-loved glasses for the Lions Recycle for Sight initiative in Australia
30 31You can also read
