The French see it as quite clear in terms of optics, but they often express their reservations regarding the price of the equipment and their support. This is what is shown in the fifth pane of the Observatory of course of care launched in June 2019 by Santéclair, in partnership with Harris Interactive*. It is logical that, in these conditions, that the additional health is emerging as one of the actors that are most relevant to which to turn for more than 7 out of 10 French, just after the health-care professionals (opticians and especially ophthalmologists).
first of All, this survey shows that 6 out of 10 French say they see an eye doctor or an optician at least once every two years. This proportion rises to 7 in 10 among wearers of glasses, and even nearly 9 in 10 among lens wearers. But getting an appointment is not always simple, since the same proportion (60 %) of people have already been faced with delays that are too long to consult an ophthalmologist. Result : one-third of the patients involved has already taken a risk at work or during travel.
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The price and the type of treatment (anti-glare, anti-UV, anti-scratch, thin…) are the two priority criteria to the choice of lenses. For the mount, it is also the cost that comes first (93 %), just before the style (88 %). But the carriers feel well informed on these aspects (at 87 % to the price, to 83 % for the style) at the time of their choice. Finally, the origin of manufacture is of concern to more than half of the respondents.
reality Shift
Among the wearers, only 25 % say they will choose a piece of equipment at the rate of fully free (glasses + frame), 35 % mixed (glass to tariff free and with a frame-rate box, or vice versa) and 39 % equipment 100 % health. This is in discrepancy with the reality since the implementation of the reform of the 100 % health optical. In effect, the market share of the equipment completely tariff free is 88 %. The follow-up of sales in the shops of optics in the next few months will see if the intentions of their wearers result more, with the time, by a profound change in their buying habits.
The French know that their supplementary health provides the largest share of the reimbursement of costs of optical and 64 % are satisfied with the support of their glasses. That certainly leads them to expect it to be different services, ranging from solutions to facilitate the making of an appointment in ophthalmology to a proposed type networks of care for referrals to opticians, the practice of which, and the rates are monitored. Those that resort to appreciate the quality of the service rendered.
Finally, the consequences of the epidemic of Covid are already being felt : almost one French person in four has had to postpone or cancel the purchase (frames, glasses, lenses…), which explains 48% say they want to go to an optician in the next six months. To enhance the quality of the customer experience with their optician, there are three services identified as important by a large majority of eyeglass wearers : the optician must be equipped to carry out a review in order to adapt the correction without going through the consultation of an ophthalmologist (if the prescription is still valid), propose a second pair of sunglasses with low price for any pair purchased, and benefit from a specialty (optical suited for sports, youth, children, persons in a situation of low vision…).
* this Survey was conducted online from 26 may to 3 June 2020 with a sample of 1 554 persons representative of the French aged 18 years and above according to the method of quotas.
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