Analyzing 7 956 reviews about laser eye surgery company Optical Express shows high prices and lack in customer care

An zoomed in eye with a laser going in to it. A UI is covering most of the eye.
Photo: Pixabay

Optical Express claims to be UK’s number one provider when it comes to laser eye surgery. They ensure their laser eye surgery is one of the most advanced and affordable. However, when we looked closer at customer reviews, we found out that several people were complaining about the price, as well as customer care.

Why do we say this?

Reviewers seem to be dissatisfied with the price. The topic “price” has an average grade of 3,31 / 5, which is lower than the overall average. Looking at the reviews, we saw that several people mentioned that in the end, the price became higher than expected. Although customers probably expect the laser eye surgery to be quite pricey, Optical Express market themselves as affordable. This might lead to wrong expectations among customers.

Caption of the Gavagai explorer dashboard for this analysis.

Customer service is another topic that seems to drag the grade down. The average grade for “customer service” is 3,38 / 5, compared to the overall average of 4,25 / 5. Although it has a negative impact on the grade, it sometimes occurs together with positive words such as “excellent” and “great”. But since it also occurs together with “poor”, it is obvious that customer service is somehow inconsistent.

In addition to the two topics mentioned here, our analysis shows what other topics customers are talking about. We encourage you to look further into the data to see what customers are satisfied with, as well as which areas can be improved.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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