City firm's deal gives optician a clear vision; in association with www.fsb.org.uk/093.

IT'S all eyes on the job for a Coventry company where business is booming.

Customer Research Technology which is based at the University of Warwick Science Park's Business Innovation Centre in Binley, has won a large contract with UK opticians, Specsavers Optical Group.

CRT will be working to obtain feedback from Specsavers customers by deploying its ViewPoint Touch Screen systems to all 600 Specsavers stores across the UK, Channel Islands and Republic of Ireland.

The initial 100 touch screens are being rotated in stores regionally, covering every store once every year and running surveys which range from store cleanliness and customer service to frame style and product choice.

CRT's ViewPoint system completely automates the feedback process, and enables Specsavers to get reports on a weekly and monthly basis that it can act on to improve its customer service and overall customer experience.

The contract is in its third phase with stores in Yorkshire to be the next in line to be allocated the ViewPoint system.

Simon Rowland, chief executive of CRT, which has been based at the Innovation Centre for eight years, said: "We are experiencing strong growth in what we call 'point of experience' research, and securing Specsavers as a client is fantastic news. Our ViewPoint system will enable Specsavers to gain immediate store level feedback, from both customers and browsers, which has not previously been possible. Our Valid8 filtering and quarantining technology ensures that weekly reports accurately disseminate genuine feedback, allowing Specsavers to respond to its customers quickly."

CAPTION(S):

POSITIVE FEEDBACK ... Richard Gamble, CRT development director; Simon Rowland, CEO; and Innovation Centre's Karen Aston with the Specsavers program.