Respondent data (not to be disclosed)

Interviewer
Question

When was the last time you bought glasses ?

For yourself or someone else? If else, who?

Why did you buy?

Can you give a few examples of stores you considered?

What are your expectations from stores where you are buying
eyewear?
Where did you buy it from?

What made you choose this store/ site?

 Abhirup, 31,
Student Suraj, 31, Student
Abhinav Abhinav
Comments for Interviewer Abhiroop Surajkumar Senapati

9 months 3 months

Else, Wife Self

Prev pair broke 5 Yrs since last pair, Online

classes so needed Blu Ray

Ask for as many options as possible Titan Eye+, Nearby retailers Lenskart, Local Stores

Ask for as many attributes as possible, this is

essentially trying to findOptometrist
what value they're Variety of frames, price, blu-
for checkup, Speed, Large frame collection, Nearby
getting from the shop they bought it. Is it cut, optometrist, Nearby
social/functional or economic?
This is a single answer Unbranded retailer Lenskart

Price, Fitting, Lens

quality,
Ask them to be as specific as possible, this Optometrist for Optimetrist, Frame selection,
will form the basis for the second survey checking power, price, blu-cut
No time for
iterations

Aware of Blu-cut thru ads.

Suraj, 28, Sundar, 29,
Student Student Aveek Mandal, 31
Abhinav Abhinav Abhinav Samiksha Samiksha Shinu
Vijay Kumar Sundar Self Respondent 3 Respondent 4 Respondent 5

3 Months 3 months 1 year ago 10 months

Self (But also involved in

Self Self Self + 1 purchases for friends and
family)

Anti-glare Anti-glare Anti-glare Power change

glasses study glasses study glasses for work

Titan Eye Flipkart,

Plus, Amazon, Lenskart, Titan Titan Eye+, Lenskart and
Himalyan Vasan Eye Eye Plus GKB Opticals
Opticals Care

Quality of frames and

Reviews Good range of lenses, Lens of Crizal make,
Desired
frame, Blu- from frames, Cost , Photochromatic lenses, Anti
customers, BluCut glasses, glare, scratch proof, Frame
cut, Nearby, Cost, Offer, brand not very particular
Service
Delivery Lightweight looks for good fit for
outdoor activity.
 titan Eye Amazon Lenskart GKB Opticals
Plus

Previous purchases were

Amazon App, reliable, Local store
Desired Reviews Promotion -1+1, reputation (Chandigarh),
Found that collection of
frame, Blu- from Blu-Cut, Pricing, reputed brands is lower in
cut, Nearby, customers, Lightweight Air
Service Cost, frame Lenskart. Lack of confidence
in purchasing directly
Delivery online. Unaware of home
trial option.

Aware of
Blu-cut thru
friends
 Ishu Bansal Age- 27, Priya Khurana Age 24-27, Pranav Verma Age-28
Engineer Service Service- Place- Urban
Shinu Gaurav Gaurav
Repondent 6 Respondent 7 Respondent 8

I bought my glasses 6
1 year ago Nov-19
months ago.

For myself I bought the glasses for me. For mother

I bought new glasses because

My old frame got broken I was bored of my previous Change of lenses and the
glasses and my eye power frame was uncomfortable
also changed minutely.

Below is the list of stores

which I considered to buy
Spectacles:_x000D_
_x000D_
Multani Optician, Ajanta Lenskart_x000D_ Brick and Mortar Store
Optician, Siwach Optician Titan Eye Plus_x000D_
John Jacobs_x000D_
_x000D_
I have also tried few local
shops to choose the frames.

Polite behaviour of Below are my

staff_x000D_
Wide range of expectation:_x000D_
variety_x000D_ _x000D_
1)Good quality and light
Good quality weight frames_x000D_ Variety, Pricing,
frames_x000D_
Good after 2)Good quality glasses with Workmanship, Delivery time
power accuracy._x000D_
service_x000D_
Reasonable price_x000D_ 3)Quick and hassle free
delivery_x000D_
Trending frame _x000D_ 4)Economical
Reputated Store
 Multani Optician Lenskart Dayal Opticals

Titan Eye Plus"Below factors

Wide range of made my choice easy:
frames_x000D_ Good variety, discounts,
Always get some discount 1) Economical
(known)_x000D_ 2) Variety and Options workmanship. Had tried
Lenskart as well, but the
Good after 3) offers and discount experience was not good
service_x000D_ 4) Home eye check up and
Good quality frames delivery"_x000D_

Idea about lenskart-_x000D_

-Less variety of
frame_x000D_
- Less premium brand and
more local and self brand
frames_x000D_
- More delivery time_x000D_
- Not a good experience with
3-D virtual testing of
frames_x000D_
- Without feeling the weight
Offline prefered due to of frame cannot take a
online facility with home decision to buy online
testing facility not - Less variety of premium
availbale in the area brand lenses
Uttkarsh, Male, 29, Student Reetesh, Male, 31, Student
Vishal Vishal
Repondent 9 Respondent 10

Jun-19 Jan-20

Myself Myself

Old ones broke It had been 2 years since i bought last ones

Titan Eye+, Lenskart Lenskart (previous purchase), Titan eye+, Vision Eye

Free eyecheck_x000D_
2-3 day delivery_x000D_ Quality of the lenses
Range of options_x000D_ available_x000D_
Range of prices (between 2-2.5k)_x000D_ . Service Quality, Range of
Features for glasses choices. Should be in my
After sales service_x000D_ price range
 Titan Eye+ Lenskart (chose online, got home demo and then bought)

I can browse as many pairs

as possible. You have the
Titan store was closest, and reviews were options. Once you have
good. Titan service quality varies from store selected the frames, they
come home to check it out.
to store as it is a lifelong purchase. I've been On door service. Afer sales
loyal to the brand for a long time and despite
having tried the other options (Lenskart), I service, finish is very good.
Quick delivery. Membership
found the frames here much better quality. discounts make even
premium frames affordable

Offline preference Offline, but certain demerits

 Deb ,33, Entrepreneur Akhila,31, Urban Planner Anant, 27, CA
Vishal Vishal Vishal
Respondent 11 Respondent 12 Respondent 13

7 months 3-4 years ago 2016

Myself Myself Myself

Old ones broke Changed style New frames

Lenskart (repeat purchase) Local store Local stores

Trust, well lit, aircon, branded

lens (esilor, crizal, seiko),
Good customer service, Reliable and good quality,
Frames need to be thick so as
salesperson who knows not to reveal lens thickness,
3D Frame trying, discount, 3-4 delivery
what's trending and can
show me what I want. Good dark color , black sketchpen
outline to stop reflections.
quality, multiple brands
Branded frames, wide choice -
if I try 100, i'l shortlist 10 and
choose 1
 Lenskart Local store Local store

Closeby, convenience, good

Repeat Purchase service, reliable, good He knows me, went to him for
range, variety, been going years, family trust, closeby
to them for many years.

Offline preferred (wouldn't buy

Offline preffered,If i knew online, because I have very high
Online preferred about lenskart offers I
would have tried it power and need precision
lenses
 Nikita, 28,
Rajiv, 28, IT profressi Student

Respondent 14

2019

Jun-20

Parents Self

New frames Increased screen time

We had earlier
purchased from
local stores, but we
wanted to try
Lenskart

Local store, Lenskart

The local stores

were easily
accessible, physical
buying enables to
check on the
quality . Moreover 1.good
my parents are not frame that
used to suits my face
contemporary 2. good
online buying. branded
Hence they never glasses with
tried before which i get
some kind of
warranty
 The best thing was
my parents
Lenskartdidn't Local store
have to step out,
Lenskart provided
doorstep services
while i was away
from city. The
lenskart
representative took
sufficient time to
understand the
needs and
res, like titanrequirements
eye+, but everything
of my was closed. The only one open was this one and it had a good selection
parents. He then
called me over
telephone to discuss
his meeting with my
parents. He had
noted every concern
and assured to
customise. It was a
first time experience
for my parents
which turned out to
be really great.

Can try online now that we had a good experience.

 Respondent 1
Question

When was the last time you bought glasses ? 9 months

For yourself or someone else? If else, who? Else, Wife

Why did you buy? Prev pair broke

Can you give a few examples of stores you considered? Titan Eye+, Nearby retailers

What are your expectations from stores where you are buying
Optometrist for checkup, Speed, Large frame collection, Nearby
eyewear?

Where did you buy it from? Unbranded retailer

 Price, Fitting, Lens
quality,
Optometrist for
What made you choose this store/ site? checking power,
No time for
iterations
 Respondent
Respondent 2 Respondent 3 4 Respondent 5

3 months 3 Months 3 months 1 year ago

Self Self Self Self + 1

5 Yrs since last pair, Online Anti-glare Anti-glare Anti-glare

classes so needed Blu Ray glasses study glasses study glasses for work

Titan Eye Flipkart,

Plus, Amazon, Lenskart, Titan
Lenskart, Local Stores Himalyan Vasan Eye Eye Plus
Opticals Care

Reviews Good range of

Desired from frames, Cost ,
Variety of frames, price, blu- frame, Blu-
cut, optometrist, Nearby cut, Nearby, customers, BluCut glasses,
Cost, Offer,
Service
Delivery Lightweight

titan Eye
Lenskart Plus Amazon Lenskart
 Amazon App,
Desired Reviews Promotion -1+1,
Optimetrist, Frame selection, frame, Blu- from Blu-Cut, Pricing,
price, blu-cut cut, Nearby, customers, Lightweight Air
Service Cost, frame
Delivery

Aware of
Blu-cut thru
Aware of Blu-cut thru ads. friends
 Respondent 6 Respondent 7 Respondent 8

10 months 1 year ago I bought my glasses 6

months ago.

Self (But also involved in

purchases for friends and For myself I bought the glasses for me.
family)

I bought new glasses because

I was bored of my previous
Power change My old frame got broken glasses and my eye power
also changed minutely.

Below is the list of stores

which I considered to buy
Spectacles:_x000D_
_x000D_
Titan Eye+, Lenskart and Multani Optician, Ajanta Lenskart_x000D_
GKB Opticals Optician, Siwach Optician Titan Eye Plus_x000D_
John Jacobs_x000D_
_x000D_
I have also tried few local
shops to choose the frames.

Polite behaviour of
staff_x000D_ Below are my
expectation:_x000D_
Quality of frames and Wide range of _x000D_
lenses, Lens of Crizal make, variety_x000D_
Photochromatic lenses, Anti Good quality 1)Good quality and light
weight frames_x000D_
glare, scratch proof, Frame frames_x000D_ 2)Good quality glasses with
brand not very particular Good after
power accuracy._x000D_
looks for good fit for service_x000D_ 3)Quick and hassle free
outdoor activity. Reasonable price_x000D_
Trending frame _x000D_ delivery_x000D_
4)Economical
Reputated Store

GKB Opticals Multani Optician Lenskart

 Previous purchases were Titan Eye Plus"Below factors
reliable, Local store Wide range of made my choice easy:
reputation (Chandigarh), frames_x000D_
Found that collection of Always get some discount 1) Economical
reputed brands is lower in (known)_x000D_ 2) Variety and Options
Lenskart. Lack of confidence Good after 3) offers and discount
in purchasing directly service_x000D_ 4) Home eye check up and
online. Unaware of home Good quality frames delivery"_x000D_
trial option.

Offline prefered due to

online facility with home
testing facility not
availbale in the area
 Respondent 9 Respondent 10

Nov-19 Jun-19

For mother Myself

Change of lenses and the

frame was uncomfortable Old ones broke

Brick and Mortar Store

Titan Eye+, Lenskart

Free eyecheck_x000D_
2-3 day delivery_x000D_
Range of options_x000D_
Variety, Pricing,
Workmanship, Delivery time Range of prices (between 2-2.5k)_x000D_
Features for glasses
After sales service_x000D_

Dayal Opticals Titan Eye+

 Titan store was closest, and reviews were
Good variety, discounts, good. Titan service quality varies from store
workmanship. Had tried to store as it is a lifelong purchase. I've been
Lenskart as well, but the loyal to the brand for a long time and despite
experience was not good having tried the other options (Lenskart), I
found the frames here much better quality.

Idea about lenskart-_x000D_

-Less variety of
frame_x000D_
- Less premium brand and
more local and self brand
frames_x000D_ Offline preference
- More delivery time_x000D_
- Not a good experience with
3-D virtual testing of
frames_x000D_
- Without feeling the weight
of frame cannot take a
decision to buy online
- Less variety of premium
brand lenses
 Respondent 11 Respondent 12 Respondent 13

Jan-20 7 months 3-4 years ago

Myself Myself Myself

It had been 2 years since i bought last ones Old ones broke Changed style

Lenskart (previous purchase), Titan eye+, Vision

Lenskart
Eye(repeat purchase) Local store

Quality of the lenses Good customer service,

available_x000D_ salesperson who knows
. Service Quality, Range 3D
of Frame trying, discount, 3-4 delivery
what's trending and can
choices. Should be in my show me what I want. Good
price range quality, multiple brands

nskart (chose online, got home demo and then bought)

Lenskart Local store
 I can browse as many pairs
as possible. You have the
options. Once you have
selected the frames, they
come home to check it out. Closeby, convenience, good
On door service. Afer sales Repeat Purchase service, reliable, good
range, variety, been going
service, finish is very good. to them for many years.
Quick delivery. Membership
discounts make even
premium frames affordable

Offline preffered,If i knew

Offline, but certain demerits Online preferred about lenskart offers I
would have tried it
 Respondent
Respondent 14 Respondent 15 16

2016 2019

Jun-20

Myself Parents Self

New frames New frames Increased screen time

We had earlier
purchased from
Local stores local stores, but we
wanted to try
Lenskart

Local store, Lenskart

The local stores

Trust, well lit, aircon, branded were easily
lens (esilor, crizal, seiko), accessible, physical
Reliable and good quality, buying enables to
Frames need to be thick so as check on the
not to reveal lens thickness, quality . Moreover 1.good
dark color , black sketchpen my parents are not frame that
outline to stop reflections. used to suits my face
Branded frames, wide choice - contemporary 2. good
if I try 100, i'l shortlist 10 and online buying. branded
choose 1 Hence they never glasses with
tried before which i get
some kind of
warranty

Local store Lenskart Local store

 The best thing was
my parents didn't
have to step out,
Lenskart provided
doorstep services
while i was away
from city. The
lenskart
representative took
sufficient time to
understand the
needs and
wantedHe
toknows me, went
visit branded to him
stores, likefor
titanrequirements
eye+, but everything
of my was closed. The only one open was this one and it had a goo
years, family trust, closeby
parents. He then
called me over
telephone to discuss
his meeting with my
parents. He had
noted every concern
and assured to
customise. It was a
first time experience
for my parents
which turned out to
be really great.

Offline preferred (wouldn't buy

online, because I have very high
power and need precision
lenses

Can try online now that we had a good experience.

en was this one and it had a good selection