Specsavers operates as a retail healthcare business where consistency matters and failing is not an option. Without strong training, untrained employees can hurt sales, trigger complaints, and damage reputation. At the same time, learning is not a quick fix. Behavior change takes time and needs reminders and reinforcement across stores.

To protect customer loyalty, the L&D team needed a way to follow completion and quality, and to spot where engagement dropped. They also needed to compare locations and see whether high completion aligned with better customer satisfaction.

Specsavers chose Learningbank to track training performance through completion rates, ratings, and analytics, so they could see what works and improve quality continuously. They also used personalization to keep training relevant for different roles and employees, which supports engagement and follow-through.

Specsavers set a target of 85 to 90 percent completion for onboarding to support behavior change. To connect learning with business priorities, they integrated insights with Power BI, comparing training activity with sales KPIs and customer satisfaction across stores.

With clear tracking and a focus on continuous improvement, Specsavers set high onboarding completion targets and used data to keep learning aligned with business outcomes. Training supports customer loyalty by building service and product expertise, including correct use of in-store equipment, which helps reduce complaints and returns.

In November 2025, Specsavers Northern Europe was recognized at the International Customer Experience Awards with Bronze for Best Learning and Development and Gold for Best Measurement in CX in the 5,000+ employee category.