Public perceptions research 2025

Our public perceptions research looks at the public’s views and experiences of using eye care services. The research was carried out by DJS Research, interviewing a representative sample of 2,012 people in the UK between 17 - 24 February 2025.

Main findings

High public satisfaction, but vulnerable patients less likely to be happy with eye care services

87 per cent of research respondents were satisfied with their overall experience at an opticians/optometrist practice, while 93 per cent of respondents are confident in receiving a high standard of care from an opticians/optometrist practice. This figure remains higher than dental practices (80 per cent), pharmacies (86 per cent), and GP practices (78 per cent). 

However, a positive experience isn’t the case for everyone. The research shows that some of the most vulnerable in our society are less likely to have received a sight test in the last two years or were less satisfied with their experience, which could ultimately lead to poorer overall health outcomes. Respondents less satisfied with their overall experience include those with a disability, carers and low household income earners, as well as those from an ethnic minority background. 

An opticians/optometrist practice remains the most likely place that the public would go to in the event of an eye problem

More people would turn to an opticians/optometrist practice for eye problems in the first instance (36 per cent), compared to a GP (27 per cent), pharmacy (14 per cent) or eye hospital (9 per cent). However, there are definite regional variations. Those in England remain less likely to turn to an opticians/optometrist practice first (33%), while those in Scotland (53%) and Wales (53%) are more likely to do so. In Northern Ireland, 44% say they would turn to an opticians/optometrist practice first.

Costs

The cost of glasses/contact lenses (22%) and sight test/eye examinations (17%) continue to be the main reasons why some feel uncomfortable visiting an opticians/optometrist practice, although half do not feel uncomfortable at all (49%).

Something going wrong with service/care

Those with a disability are more likely than average to say that something went wrong with their service or care (19 per cent), as are carers (23 per cent), and those with a household income of less than £20,000 (19 per cent).