CONSUMER BEHAVIOR

Phase I Report

LensKart

Submitted to:

Prof. Neena Sondhi

Submitted by:

Group 6
Aankho Dekhi
Hemant Sharma 20PGDM026

Sankalp Shukla 20PGDM045

Milind Agrawal 20PGDM098

Anshul Rathi 20PGDM133

D Steve 20PGDM141

Subham Biswas 20PGDM243

 Acknowledgement

We wish to express our sincere gratitude to Prof. Neena Sondhi for giving us the opportunity
to do this project work for the subject of Consumer Behavior and her constant support during
the project.

We are also thankful to each other, the active coordination, and the drive to learn and excel
among the whole group made this project possible. We hope that we can apply our learnings
from this project in our upcoming work and life.
 Category Snapshot

The global eyewear market size was valued at USD 147.60 billion in 2020. It is expected to
expand at a compound annual growth rate (CAGR) of 8.5% from 2021 to 2028. The rising
popularity of fast fashion among millennials is encouraging eyewear manufacturers to design
affordable and attractive eyewear. Eyewear providers are diversifying their service offerings to
enhance the customer buying experience and to build better business relations.

Popular social media platforms offer eyewear companies the opportunity to carefully analyze
audience demands and choices, thus enabling them to offer specially curated products according
to different geographies. While creating new channels to market their products, social media
platforms enable companies to engage in innovative marketing practices such as influencer
marketing and affiliate marketing, thus capturing a larger revenue share.

The COVID-19 pandemic has impacted eyewear adoption trends in 2020. Countrywide
lockdowns and the implementation of Work From Home (WFH) models by several companies has
resulted in people spending more time on their laptops, desktops, and mobile phones for work and
entertainment purposes. The longer screen times and the resulting rise in eye fatigue have
facilitated the need to use vision correction and anti-fatigue glasses. This has allowed eyewear
companies to capture higher sales of anti-fatigue and blue light cancelling lenses, thereby resulting
in overall market growth.

The spectacles segment captured a volume share of over 55% in 2020. The contact lenses segment
accounted for a significant revenue share in 2020. Electronic focusing eyeglasses are at the
introductory stage of their product life cycle and are likely to gain traction in near future. The
brick and mortar segment dominated the eyewear market in 2020, with a revenue share of over
79%.

Lenskart, an eyewear retailer, is scheduled to reach 500 locations by the end of next month. It  is
hoping to build on its gains with an emphasis on Tier 2 and Tier 3 towns, having turned profitable
and achieved the leading position in the branded eyeglass category. They believe there is more
room for growth in non-metros. Currently, the company operates 476 retail outlets in over 70
cities, with over 300 in major areas and the remainder in smaller towns.

One of the biggest challenges for LensKart is the repeat purchase or upgrades in the tier-1 city is
hard to sustain. Another one is of enabling retailers to do vision correction with the machine cost
and the training cost to those retailers. Another challenge for them in expanding tier 3 and tier 4
market is to dislodge the trust customer place in their local retailers and opticians.

To be more profitable and not dependent Lenskart vertically integrated and started their own in-
house brand for spectacle frames John Jacob and Vincent Chase. For affordable luxury eye wear
they tied up with Ray Ban. The company has also invested in ThinOptics for reading glass and
have come up with Lenskart Blu for smartphone lenses and Lenskart Air for flexible frames.
 Sample Profile

1) SHIVANGI SHARMA

Gender: Female
Age: 23
Education: B.Tech. from Tier 1 college
Employment: Software Engineer in MNC
Marital Status: Unmarried
Media Habits: 
Time spent on social media in a day: 4 hr
Do you actively read newspapers/magazines? Yes

2) ARPITA SINGHAL

Gender: Female
Age: 25
Education: MBA from Tier 1 college
Employment: Business Development Associate
Marital Status: Unmarried
Media Habits: 
Time spent on social media in a day: 3 hr
Do you actively read newspapers/magazines? Yes

3) SAKSHI GUPTA

Gender: Female
Age: 25
Education: MBA from Tier 1 college
Employment: Student(Not employed)
Marital Status: Unmarried
Media Habits: 
Time spent on social media in a day: 1-2 hr
Do you actively read newspapers/magazines? Yes
4) SMRITI AGRAWAL

Gender: Female
Age: 24
Education: M.Tech from Premier institute in India
Employment: Working for Software MNC
Marital Status: Unmarried
Media Habits:
Total time spent on social media: 1hr
Do you actively read newspapers/magazines? No

5) RAJUL SHRIVASTAVA

Gender: Female
Age: 23
Education: B.Tech
Employment: Working as Software Engineer
Marital Status: Unmarried
Media Habits:
Total time spent on social media: 1-1.5 hrs
Do you actively read newspapers/magazines? Yes

 6) NEHA AGGARWAL

Gender: Female
Age: 23
Education: BBA Hons.
Employment: Working as Graphic Designer
Marital Status: Unmarried
Media Habits:
Total time spent on social media: 3 - 3.5 hrs
Do you actively read newspapers/magazines? Yes

7) SAKSHI SINGHAL

Gender: Female
Age: 24
Education: MBA From IMI, New Delhi
Employment: Student
Marital Status: Unmarried
Media Habits: 
Total time spent on social media: 2-3hrs
Do you actively read newspapers/magazines: No
 8) SHIFALI GUPTA

Gender: Female
Age: 24
Education: MBA From IMI, New Delhi
Employment: Student
Marital Status: Unmarried
Media Habits:
  Total time spent on social media: 3-4hrs
Do you actively read newspapers/magazines: No

 9) TWINKLE JINDAL

Gender: Female
Age: 24
Education: MBA From IMI, New Delhi
Employment: Student
Marital Status: Unmarried
Media Habits:
  Total time spent on social media: 2-3hrs
Do you actively read newspapers/magazines: No

10) PRATISHTHA BANGA

Gender: Female
Age: 22
Education: MBA Tier 2 Bschool
Employment: Student
Marital Status: Unmarried
Media Habits:
  Total time spent on social media: 1-2hrs
Do you actively read newspapers/magazines: Yes
 Store Details

Offline Store
Store is situated in a busy mall in Kolkata. The location of the mall is such that it attracts the
working class, teenagers and middle to high income group. it is one of the sought after place to
hangout for college students. Busy on weekends compared to the weekdays.

Location - City center Mall, Kolkata(Ground floor).The shop is visible from the middle of the
mall and comes in the light of sight of consumers from most parts of the mall.
Sandwiched between two popular stores(new Dabur enterprise and Cafe coffee day)

Layout - The store is rectangular (cuboidal) with flat walls.

Lighting - Dim yellow (pleasing to the eyes).All the lights are situated on the walls. 24 small
yellow lights lit up the entire showroom. There are additional lights which specifically projects to
the glasses displayed on the shelves besides the walls. There are 10 such projector lights.
The walls are colored in different shades of brown (wooden texture) .The billing counter has a
darker shade of brown which adds depth to the ambience.
The middle section of the store houses a see through four sided box which is used to display (I
believe the most popular and eye catching frames)
Mirrors are the most important item in this store. There are 4 mirrors fixed to the wall sandwiched
between 5 display cupboards.4 mirrors are placed on top of the central display cupboard on the
edge of each of the 4 faces.
There is a television set hanged to the ceiling (visible from outside for the passersby). It displays
only the advertisements from Lenskart (Sales offers like end of season sale). Looks like a 32 inch
led TV.
There are 6 small pamphlet (displaying the end of season sale up to 50% off ) and a big board in
the front of the store displaying the same message.
They have ensured the covid protocols and the store guidelines are clearly mentioned on the
transparent screen at the entrance.
There is also a single cupboard kept in isolation from the other cupboards. This houses the contact
lenses and contact fluids.
There are 6 photo frames featuring 6 different people wearing their six inhouse brands. Each of
the frame was kept on top of the six cupboards.
There is also a separate cupboard for their rimless collection
One side of the store had all sunglasses in the 5 cupboards and one side had powered glasses
There was 2 tables which is used to keep the selected glasses by customer and others accessories
like tablets, small mirrors etc. to ease the consumer purchasing experience

Store personal - There are 4 store personal (between 12:30 and 1:30 when I visited)( 3 males and
1 female).2 personals are for helping the customer in choosing the glasses. One handles the billing
and one does the eye checkup.
Everyone is wearing the Lenskart official t-shirt (light grey in color) and putting on surgical white
gloves. (Don't allowed customers to touch the glasses-probably a covid protocol they follow).

Sales promotion - A television with ongoing Lenskart ads in loop.6 small brochures /pamphlet
kept equidistant at knee level and a big board kept on the entrance(eye level).

Customers present - There were 7 customers who visited and left the store in 40 mins. Each
customer spent an average of 5-7 mins in the store with the maximum being 17 mins.

Customer profile – One aged man(age probably more than 60) -was alone. One aged
woman(aged more than 50).Was probably with her daughter. Three middle aged friends(Two
females and a male).One of the Female was looking for a frame for herself.
All the customers were wearing a pair of glasses(indicating that they were used to wearing specs)

Customer movement - Most of the customer first looked into the central display board for 3-4
mins and then moved onto the display cupboards against the wall.
The teenagers were mostly looking for trendy and fashionable glasses (aviator, round and rimless)
whereas the aged customers were looking for durability and we're concerned about warranty
,service and medical checkup (diagnostic) technologies.

Purchase behavior - I believe no one made the purchase on the store for the duration I was there.
The aged customers were concerned about the touch and feel and they seemed to be disinterested
after some time(probably due to the quality/fitting/price of the eyewear).The teenagers were
however interested and looked for specific colors and asked the store personal to check for them
on the app /website. Probably they decide on the product they wanted to opt for and postponed the
purchase decision at a later date (from store or online) depending on the alternatives.

Any other details -The store has 2 cctv cameras and there was a slow soothing music playing in
the background to enhance the customer experience.
Online Store (Lenskart Website)

On the website one can get all the offerings offered by the brand. The
website is also integrated with augmented reality so that customer
can see how their faces appear with particular frame while being at
home itself. With the help of this people now don’t need to go to
outlets to see if the spectacles look good on them or not. Promotional
activities can be seen on their website too. One can directly purchase
wide variety of eyewear from the website itself as the site has been
integrated with payment methods. Online home delivery is also
available on their website.

Below are all the statistics of the site from which one can get data
about the traffic on the site and it’s source.
Online Store (Lenskart Application)
The Lenskart app has 10M+ downloads with nearly 2.6 Lakhs
reviews and overall rating of 4 Stars. When a person downloads the
application, the user is asked to register for free. The sign-up form
includes basic details Name, Age, Email Id, picture, Date of birth etc.
The registration process completes with the phone number
verification. After signing up the user is promoted to buy the gold
membership along with a lot of offers to lure customers.
The first landing page is very comprehensive with banners on the
top, displaying the exclusive deals and end of season sale. It also
listed the give away of aqua lens solution. This whole banner strip
was majorly for attracting the customers to buy on impulse. It
showcased special video testimonials of all target groups including
from men, women, kids, old and young. The next banner was the set
of icons that displayed the unique features of Lenskart as a platform.
Some notable features were face scan which gave specifications such
as age, pupillary distance, face shape, face width of the user to help
them decide on the best frame design for themselves. It also gave
recommendations about frame shape (what would look better on the
customer) named as 3D try on feature. There was an “Our
contribution" section depicting how the frontline warriors used
Lenskart services even during pandemic. It would still a sense of
emotional touch to the customers.
The rest page included various visuals to attract customers for trying
the home eye test and home try on option offered. It also offered a
unique service of Agent Screen Share to basically help the customers
browse through different frames and stuff who might be incompetent
to use the app. Additionally, the app ensures that the customers are
adequately educated about buying glasses online, which it achieves
through its guide and blogs.
 Analysis of Consumer
Decision Making
Process

SHIVANGI SHARMA
The kind of risks associated with the decision for her is time, effort,
money, self and product risk. She did a primary and secondary
research on the product prior her purchase and time and effort was
devoted by her regarding the same. She visited local shops and
conducted online searches. She had the product and self-risk in terms
of how the spectacles will look upon her so with the help of
augmented reality she virtually wore those spectacles. We can gauge
the level of involvement from all the efforts she is making to
purchasing for her spectacles. It is medium to high as she looked at
various options on the web and prior to it also went to local shops,
visited stores and tried her spectacles over there. The kind of
decision making process she went through is Know > Feel > Do.

She updated to a new spectacles or a trigger point we can say is due

to her physiological need as the power of her eyes got changed and
due to the suggestion of the doctor to upgrade to a new lens so to be
in sync with new power. So it is a rational reason as it was suggested
by the doctor and then she did primary and secondary research
regarding the type of spectacles. One of the influential factors was
the heavy discount which Lenskart offered her on frame Buy 1 Get 1
free. No, there wasn't anyone's role regarding her purchase. Nobody
influenced her to pick Lenskart and a particular spectacles from
there, in her case she was all the three buyer, user and payer.

She first visited local retail outlets in her locality but due to low
quality of lens and frame available she did not purchase from there.
Moreover she was looking out for design variety in spectacles and
 due to low variety she was disappointed from the local stores. So
instead of going directly to the Lenskart store she first visited on its
website to look at the different offerings by the brand and on her
search she found the design she wanted for herself in the apt price
range for her on Lenskart. On the web, according to her, she directly
visited the Lenskart site via google search engine.

After deciding with the brand and product she visited the Lenskart
store with her father and tried out the frame over there which she
selected online. She is pleased with the services offered by the store
as all the covid protocols were followed by the staff. The behavior
and the way they treated them was also at par with her expectations.
Also the spectacles which was listed online was available in their
store so for her she was able to get the feel of the product easily.
Various payment options was also available in the store like cash,
digital payment wallets, via credit and debit card too. Before going to
the store she had prior research about the product price and
discounts offered. She got the same discount and offered what she
saw on the website i.e. of buy 1 get 1 free on frame.

She is satisfied with the spectacles and the price at what she bought.
She is satisfied with the services of Lenskart and she is highly likely
to buy her next frame from there too. She even recommended me to
get my spectacles from there spreading word of mouth for Lenskart.

ARPITA SINGHAL
The kind of risks associated with the decision for her is time, money, self and product risk. She
did a secondary research on the product prior her purchase and time and effort was devoted by her
regarding the same. She visited the Bon-Ton retail outlet for her purchase. She had the product
and self-risk in terms of how the spectacles will look upon her. We can gauge the level of
involvement from all the efforts she is making to purchase her spectacles. It is medium to high as
she visited the store and tried her spectacles over there. The kind of decision making process she
went through is Know > Feel > Do.

She bought new spectacles or a trigger point we can say is due to her physiological need as due to
increased screen time in COVID she wanted to get her eyes safe from the harmful computer
radiations. So it is a rational purchase reason as she did primary and secondary research regarding
the type of spectacles and lenses. One of the influential factors was the trust which she got from
her brother’s purchase of the spectacles from Bon-Ton. No, there wasn't anyone's role regarding
her purchase. She and her family were satisfied with the service of Bon-Ton due to the previous
purchase. That's why she bought it from there. Although she was confused between two frames,
her mother helped her to get the final one and she agreed to her decision. In her case she was all
the three buyer, user and payer.
Her brother had a bad experience with Lenskart prior because of the quality of spectacles and
lenses. The offerings by Lenskart were not at par with the cost of the spectacles according to her.
The spectacle lens from Lenskart got scratches in a small time after purchase. Moreover the color
of the frame also started to fade in a short period of time. She also mentioned how Lenskart
recommends their in-house brands Vincent chase and John Jacobs which are of poor quality. So
she went with the trusted shop of their family i.e. Bon-Ton and made and in-shop purchase from
there.

After deciding with the brand she visited the store with her mother and tried out different frames
over there and her mother helped her to choose from the final two spectacles which she selected
for herself. She is pleased with the services offered by the store as all the covid protocols were
followed by the staff. The behaviour and the way they treat them was also at par with her
expectations. She wanted to buy branded frames and crizal lenses which she was easily able to get
in the Bon-Ton store and was able to get the feel of the product easily. Various payment options
was also available in the store like cash, digital payment wallets, via credit and debit card too.

She is satisfied with the spectacles and the price at what she bought. She is satisfied with the
services of the Bon-Ton and she is highly likely to buy her next frame from there too. She even
recommended me to get my spectacles from there spreading word of mouth for Lenskart.
But in the case of Lenskart she is quite dis-satisfied with product quality they offer and their
service as she had prior experience for her brother's purchase which is mentioned above. On
asking about did she complaint to the Lenskart or not she responded that she complaint on their
physical store from where they bought but they did not provided any solution to them and at the
end when she complained regarding the same on Lenskart website she although got the
replacement of her spectacles with no cost and an extra 20% coupon for her next purchase but it
took around 40-45 days for her query to get resolved. She was disgruntled by their services and
even replied that she won’t buy any spectacles in future from Lenskart and will not be using
coupons. She didn't even consider recommending Lenskart to anyone.

SAKSHI GUPTA
The kind of risk associated with the decision is majorly influenced by product and service risk.
She has a power of -9.xx in both her eyes. Sakshi is a student at an MBA college and she spends
most of her time in front of the computer screen. She was also a dental surgeon prior to her MBA.
These activities involved a high involvement of her eyes and she wanted something utilitarian
rather than anything fancy. Sakshi lives in east Delhi and she is a loyal customer of ‘Shyam
opticals’ for almost a decade now. High powered glasses have a wider glass width which makes it
difficult for a typical  frame to house the glass. Therefore the options available are limited and she
prefers to buy the glasses from a place which has met the standards earlier and delivered as
promised. Due to very high involvement the utility of the product and after sale service is what
makes her reluctant to buy from any other vendor(offline or online).The decision process is fairly
straightforward with no specific research perse.

As she was having a high power for almost a decade it became utmost important to get a new pair
of glasses after the previous glasses wore out and lost it’s sheen. She did not intend to research
much as she knew the most sought after option for her was to purchase it from shyam opticals.
The pull from online players and other retailers offering lucrative deals did not appeal her as price
was not a concern but the quality of product , durability and personalization that shyam opticals
offered.

The buying behaviour is mostly influenced by the emotional connect she had with shyam opticals.
The information search was minimal as she knew where she wanted to head to buy her new pair of
glasses. The decision of bypassing players like Titan, Lenskart etc does not come with the store
ambience, offers or any other promotion but rather the trust she had with shyam opticals built over
a span of 10+ years. There is no role of any endorsement by friends, celebrities or sales personnel.

Sakshi faced no issues after the purchase of the glasses and it has only worn out with time. The
buying. She is highly satisfied with the glasses bought form shyam opticals and also
recommended the same for my sister who also has high power, lives in Delhi and finds it difficult
to select appropriate glasses.

SMRITI AGRAWAL
The respondent’s purchase was driven by the need to buy a new spectacle, due to the newly
detected medical need. As the need was urgent and she was busy with her placements, she didn’t
do any information research and went to the local shop directly from which her family has been
purchasing the spectacles. This implies that her family has influence over her purchase decision.
While deciding between the frames her approach was more sort of a Elimination-by-Aspects. She
ranked the criteria like looks as first, price as second, comfort as third and so on, and then
established minimum scores that much be met on them. Finally, chose the best one among them.

The respondent visited the store with her father and spent nearly 30-45 mins to finalise the
spectacles. She paid through cash for her purchase. She considered to have a physical look of the
product while buying it. Her purchase was more driven by her family influence.

The respondent was happy with her purchase and the after sales service being offered to her. She
is a regular user of the glasses and bought to fulfil the urgent need. With the new brands coming
up she would like to explore them for her next purchase because of the value being offered by
them.

RAJUL SHRIVASTAVA
The respondent’s purchase was driven by the need to buy a new spectacle, as her old pair was
worn out. She was very much clear from the starting as she wanted to continue buying from her
previous brand because of good quality and service. Therefore, she didn’t do much information
research on the product. However, while choosing the spectacle the decision-making approach
matched to Lexicographic as she ranked the various criteria according to her preference and then
eliminated the alternatives according to them. She isn’t much active on the social media and is less
influenced by them. She does consider suggestions from her family but decides herself in the end.

The respondent visited the store with her mother and spent nearly an hour to finalise the
spectacles. She paid online for her purchase. She was confused even after finalising the product
but stuck to her decision-making process for finalising it. She considered to have a physical feel of
the product while buying it.

The respondent was very happy with her purchase and the in-store service being offered to her.
She is a regular user of the glasses bought because of her work. She was a returning customer as
she made the purchase second time because of high satisfaction from the previous purchase made.
She seemed to be a brand loyal customer.

NEHA AGGARWAL
The sole purpose behind respondent’s purchase was the need to buy a new spectacle, as her old
pair broke.  As she is a regular and loyal customer of Lenskart, she was absolutely in no doubt
regarding the brand to choose for her new spectacles. Her experience throughout the years with
Lenskart has been delightful due to the quality, variety available and customer service.  Therefore,
she didn’t do much information research on the product. Even, in choosing the spectacle she paid
the utmost importance to appearance. She is very much active on social media but is less
influenced by them..

The respondent visited the store alone and spent around 45 min to finalise the spectacles. She paid
via debit card for the purchase. 

The respondent was very happy with her purchase and the in-store service being offered to her.
She is a regular user of the glasses bought because of her work. She was a returning customer as
she has made multiple purchases over the years because of high satisfaction each time. She was a
brand loyal customer.

SAKSHI SINGHAL
She doesn’t use any kind of spectacles, she prefers to buy only goggles. She prefers offline stores
instead of online stores as she can try the goggles at offline stores. The respondent’s purchase was
driven by the need to buy a new google if her old goggles have been broken or lost. She does an
information search from an e-commerce website or visits a shopping mall to try out the goggles.
She takes suggestions from family and friends before making any purchase and considers the
offers before making the purchase. While deciding between the frames her approach was more
sort of an Elimination-by-Aspects. 

She ranked the criteria like: 

1. Style/Fashion

2. Comfort

3. Price

Finally choose the one best among them. 

The respondent prefers offline stores instead of online stores. In Past, she never bought goggles
from Lenskart and never visited the Lenskart offline store. She prefers Shoppers Stop offline
stores. 

Reason to prefer Shoppers Stop over Lenskart:

 Shoppers Stop has multiple options from different brands.

 Shoppers Stop have the option of accruing points on your past shopping which can be
redeemed as money.

The respondent buys goggles once a year. The respondent does an information search of 4-5 days
before finalizing the goggles she wants to purchase. This implies buying goggles is a high
involvement product. She visits the offline stores with her sister and friends. Her purchase was
more driven by her sister or friend’s influence. 

The respondent was happy with her purchase and the after sales service being offered to her. She
gave a 3.5 rating out of 5 to shoppers Stop. She will recommend others to visit shoppers stop and
will stick to shopper stops. This implies she is a brand conscious person, who is loyal to one
brand. 

SHIFALI GUPTA
She like to first read online about the product (the relevant details like most popular brands, price
range of a particular brand, customer reviews etc.) Then if she is buying it from a brick-and-
mortar store, she would interact with the salesperson to know more. Celebrity promotions do not
drive her decision so much. She has high degree myopia, so she must use prescription glasses all
day every day for clear distant vision. The respondent’s purchase was driven by the medical need
as prescribed by the doctor and frame got old. She takes suggestions from her family and friends.
Offers are a great incentive, since she can get her spectacles made only with a particular type of
lens (because of the high power) and they are quite expensive. This implies that her family and
offers has influence over her purchase decision. While deciding between the frames her approach
was more sort of an Elimination-by-Aspects.

She ranked the criteria like:

1. Brand

2. Price

3. Customer Reviews

Finally choose the one best among them.

She prefer the offline store because even though online store gives you an option to try the glasses
on virtually, she prefers wearing the frames in real time to decide. In past, she bought the frames
from Lenskart.

Reason to choose Lenskart:

·         Variety

·         Availability of options

·         Ease of shopping

·         Home Delivery Option

There’s usually a gap of 2-3 years between every purchase since the frames last that long. When
she entered the offline shop or visit website, she took 30 minutes approximately to make a final
decision. This implies that buying Spectacles is high involvement process.

She was quite satisfied. The overall experience was good for her. She would advise others to visit
Lenskart if budget is not a major constraint for them. And she would consider visiting it herself
again.

TWINKLE JINDAL
She like to first read online about the product (the relevant details like most popular brands, price
range of a particular brand, customer reviews etc.). She has myopia, so she must use prescription
glasses. The respondent’s purchase was driven by the medical need as prescribed by the doctor
and frame got old. She takes suggestions from her family and friends. Offers are a great incentive.
This implies that her family and offers has influence over her purchase decision. While deciding
between the frames her approach was more sort of an Elimination-by-Aspects. 
She ranked the criteria like: 
1. Price
2. Brand
3. Customer Reviews
Finally choose the one best among them. 

She prefer the offline store and online store both. In past, she bought the frames from Lenskart. 
Reason to choose Lenskart:
• Desired Brands availability
• Customer Service
• Ease of shopping
• Home Delivery Option

There’s usually a gap of 1-2 years between every purchase since the frames last that long. When
she entered the offline shop or visit website, she took 1 hour approximately to make a final
decision. This implies that buying Spectacles is high involvement process.

She was quite satisfied. The overall experience was good for her. She would advise others to visit
Lenskart. And she would consider visiting it herself again.

PRATISHTHA BANGA

The kind of risk associated with the decision is majorly influenced by product, time and money .
Prathishta has a power of -2.5 on both her eyes and has been wearing glasses from the past 10
years. Her buying journey basically begins online where she researches and looks for the available
designs and decides which kind of spectacles would suit her style and pocket. However she
prefers to make the final purchase through an offline store which helps her to gauge the quality
and decide on the right fit. She has a medium to high involvement in the buying process. For her
the final decision primarily revolves around the comfort, durability, quality and service of the
product offering and does not change with latest trends in the market. She looks for price drops
and prefers to get higher discount and offers .This makes her rational in the decision making
process. However she also is a loyal customer of arson (a popular optical store in Delhi) and
prefers to make most of her purchases from here. There is a bit of emotional connect that has
developed over the years with the brand. 

Pratishtha does a good amount of research before finalising her purchase. This turns out around
12-15 days of primary and secondary research before she decides on the kind of specs to buy. She
does not prefer to but it alone. Rather she gets accompanied by her family members(mom/brother
or both).The final purchase decision in store is a collaborative effort and likes  of her as well as
her family members.
She is not a very big fan of the AR and AI enabled platform offering of the Lenskart. She also
finds that the discount offered at Lenskart is lower as compared to other vendors and she gets a
much better deal at other offline stores.

She uses a pair of glasses for usually more than a year and spends around Rs 2000-2500 on the
purchase. She is highly satisfied with the prior purchases made at her favourite store-aarson and
hasn’t faced any post purchase disappointments or dissatisfaction. She also recommended me to
consider and check out aarson for buying a pair  spectacles for my sister.

Appendix
TRANSCRIPT SHIVANGI
TRANSCRIPT ARPITA
TRANSCRIPT SAKSHI
Transcript Smriti:

[11:04 am, 06/08/2021] Milind Agrawal: Hi Smriti, how are you?

[11:04 am, 06/08/2021] Smriti: Hi Milind! I'm doing good. Thanks
[11:04 am, 06/08/2021] Smriti: How about you?
[11:04 am, 06/08/2021] Milind Agrawal: I am great. Thank you
[11:05 am, 06/08/2021] Milind Agrawal: You told me that you bought spectacles recently. Can
you answer some questions for me please?
[11:05 am, 06/08/2021] Smriti: Yeah I did. Sure!
[11:06 am, 06/08/2021] Milind Agrawal: To start with can you let me know how much time do
you spend on social media and what platforms are you active on?
[11:06 am, 06/08/2021] Smriti: Around an hour or so on a daily basis; perhaps.
[11:07 am, 06/08/2021] Smriti: I' m active on WhatsApp mostly, instagram and fb are others.
[11:07 am, 06/08/2021] Smriti: And yes Linkedin too.
[11:08 am, 06/08/2021] Milind Agrawal: Ok. And do you read newspapers and magazines?
[11:08 am, 06/08/2021] Smriti: Not really
[11:08 am, 06/08/2021] Milind Agrawal: Ok.
So how did you came to the decision of buying spectacle?
[11:09 am, 06/08/2021] Smriti: While preparing for my placements, my eyes started paining and
itching some random day. On consulting a doc,I realized I'll have to wear spectacles now.
[11:10 am, 06/08/2021] Milind Agrawal: Oh!
[11:10 am, 06/08/2021] Milind Agrawal: So how did you start your information research?
[11:10 am, 06/08/2021] Milind Agrawal: To find the best pair
[11:11 am, 06/08/2021] Smriti: So we have this one shop my parents also go to, I just went there
and chose what looked best on me.
[11:12 am, 06/08/2021] Milind Agrawal: Ok.
Didn't you tried to look for the new stores in the city? Or websites/apps available?
[11:12 am, 06/08/2021] Smriti: As I said it was during placements, I did not have much time to
explore. It was urgent.
[11:13 am, 06/08/2021] Milind Agrawal: Ok. What were the factors that you considered while
buging them?
[11:15 am, 06/08/2021] Smriti: Mostly it was how it looked on me. Obviously! The other would
be price, how comfortable and strong the frame was. The lens had no major role as it was fixed by
the doc himself as per the eye checkup and my requirements.
[11:17 am, 06/08/2021] Milind Agrawal: Ok. But didn't the offers other brands gave, triggered
you to have a look on them?
[11:18 am, 06/08/2021] Smriti: I'm not such a brand person, firstly. Secondly, with a known shop
trust and offers were definitely high.
[11:19 am, 06/08/2021] Milind Agrawal: Great. So with whom did you went while purchase?
[11:19 am, 06/08/2021] Smriti: My father
[11:20 am, 06/08/2021] Milind Agrawal: Ok, are you influenced by his suggestions while buying
spectacles?
[11:21 am, 06/08/2021] Smriti: Yes definitely.
[11:21 am, 06/08/2021] Milind Agrawal: Ok. Were you confused between different options even
after finalizing a pair?
[11:22 am, 06/08/2021] Smriti: Oh yes
[11:22 am, 06/08/2021] Milind Agrawal: So how did you decide on one?
[11:23 am, 06/08/2021] Smriti: The confusion was wiyh respect to the color. So I decided to
choose the color that is more versatile.

[11:24 am, 06/08/2021] Milind Agrawal: Ok. How much time did you spent in the store while
buying?
[11:24 am, 06/08/2021] Smriti: May be 30-45 mins
[11:25 am, 06/08/2021] Milind Agrawal: And how did you pay for them?
[11:25 am, 06/08/2021] Smriti: Cash
[11:25 am, 06/08/2021] Milind Agrawal: Ok. Overall were you satisfied by your purchase?
[11:26 am, 06/08/2021] Smriti: Yes I was
[11:26 am, 06/08/2021] Milind Agrawal: Great. Do you use them regularly?
[11:26 am, 06/08/2021] Smriti: All day!
[11:27 am, 06/08/2021] Milind Agrawal: Any issues with them?
[11:27 am, 06/08/2021] Smriti: The lens fell off(did not break lunckily). Some issue with screw or
something. Good now though.
[11:28 am, 06/08/2021] Smriti: Got repaired from the same shop.
[11:28 am, 06/08/2021] Milind Agrawal: How was your experience when you went to getting it
repaired?
[11:29 am, 06/08/2021] Smriti: It was great. No issues. Good service.
[11:29 am, 06/08/2021] Milind Agrawal: Nice
[11:29 am, 06/08/2021] Milind Agrawal: Just one last question
[11:30 am, 06/08/2021] Smriti: Yes?
[11:30 am, 06/08/2021] Milind Agrawal: If given a chance to buy a new pair, would you like to
explore the other options available in the market today, which offer you better discounts and are
endorsed by celebrities?
[11:31 am, 06/08/2021] Smriti: Yes, I would like to.
[11:32 am, 06/08/2021] Milind Agrawal: So how would you gather information regarding the best
store/platform?
[11:32 am, 06/08/2021] Smriti: Friends, internet and advertisements.
[11:32 am, 06/08/2021] Milind Agrawal: Cool.
[11:33 am, 06/08/2021] Milind Agrawal: Thank you so much for your time and response.
[11:33 am, 06/08/2021] Smriti: You're welcome.

Transcript Rajul:

[8:10 pm, 05/08/2021] Milind Agrawal: Hi Rajul, how are you?

[8:10 pm, 05/08/2021] Rajul Shrivastava: Hi Milind, I'm fine. How about you?
[8:10 pm, 05/08/2021] Milind Agrawal: I'm doing good
[8:11 pm, 05/08/2021] Milind Agrawal: As discussed over call, can I have your interview
regarding the spectacle you bought?
[8:11 pm, 05/08/2021] Rajul Shrivastava: Yes sure
[8:12 pm, 05/08/2021] Milind Agrawal: To begin with can you let me know how much do you
regularly spend on social media?
[8:13 pm, 05/08/2021] Milind Agrawal: Time*
[8:13 pm, 05/08/2021] Rajul Shrivastava: 1-1.5 hrs
[8:13 pm, 05/08/2021] Milind Agrawal: And how many platforms are yo active on?
[8:14 pm, 05/08/2021] Rajul Shrivastava: 2
[8:15 pm, 05/08/2021] Milind Agrawal: Okay.
So how did you came to the decision of buying a spectacle?
[8:15 pm, 05/08/2021] Milind Agrawal: I mean what triggered you to buy one?
[8:16 pm, 05/08/2021] Rajul Shrivastava: I have power in both eyes for last 4-5 years. One of the
two spectacles now have quite enough scratches to be replaced. Thus I decided to have a new one.
[8:18 pm, 05/08/2021] Milind Agrawal: Ok, so to buy a new one, did you gathered information
regarding the new stores/apps in the market?
[8:19 pm, 05/08/2021] Rajul Shrivastava: I had bought it from a certain brand last time and liked
it so went to it again. Didn't have to research much.
[8:19 pm, 05/08/2021] Milind Agrawal: Can you tell the name of the brand please
[8:19 pm, 05/08/2021] Rajul Shrivastava: Lenskart
[8:20 pm, 05/08/2021] Milind Agrawal: Ok.
How do you decide the perfect pair of spectacle for you?
[8:21 pm, 05/08/2021] Milind Agrawal: Like what are the criteria you look, while buying a
spectacle?
[8:23 pm, 05/08/2021] Rajul Shrivastava: It should be light weight for the starter. Then the shape
and all. Basically it shouldn't feel like something extra on the face. That would be uncomfortable.
[8:23 pm, 05/08/2021] Milind Agrawal: Great.
And do the offers/discount offered influence your decision?
[8:25 pm, 05/08/2021] Rajul Shrivastava: Yes they do
[8:25 pm, 05/08/2021] Milind Agrawal: Do you compromise on these criteria mentioned if offered
discount?
[8:27 pm, 05/08/2021] Rajul Shrivastava: I try finding a mid way. Won't go beyond certain price
any way. And try to choose the best in my range.
[8:27 pm, 05/08/2021] Milind Agrawal: Ok, does any of your friend or family member influence
your choice?
[8:28 pm, 05/08/2021] Rajul Shrivastava: Yes with suggestions. But ultimately it's my choice
[8:29 pm, 05/08/2021] Milind Agrawal: Ok. So where did you bought your spectacle? Lenskart
store or app or website?
[8:29 pm, 05/08/2021] Rajul Shrivastava: Store
[8:29 pm, 05/08/2021] Milind Agrawal: Did someone accompany you while buying?
[8:30 pm, 05/08/2021] Rajul Shrivastava: My mom
[8:30 pm, 05/08/2021] Milind Agrawal: How long did it took to finalise the glasses?
[8:31 pm, 05/08/2021] Rajul Shrivastava: It did take around an hour
[8:32 pm, 05/08/2021] Milind Agrawal: Ok, Were you confused repeatedly while looking at the
variety being offered?
[8:32 pm, 05/08/2021] Rajul Shrivastava: Not really I was confused only among 2 of them
[8:33 pm, 05/08/2021] Milind Agrawal: So how did you finally decide on one among these 2?
[8:33 pm, 05/08/2021] Rajul Shrivastava: Chose the subtle one.
[8:34 pm, 05/08/2021] Milind Agrawal: Can you elaborate please?
[8:35 pm, 05/08/2021] Rajul Shrivastava: One was more in the fashionable space and one was
slightly more subtle and formal. So took the subtle one. Both were of same material. Just the
shapes were different
[8:35 pm, 05/08/2021] Milind Agrawal: Great.
And how did you pay for them?
[8:36 pm, 05/08/2021] Rajul Shrivastava: Through gpay
[8:36 pm, 05/08/2021] Milind Agrawal: Cool.
Are you satisfied with them?
[8:36 pm, 05/08/2021] Rajul Shrivastava: Yes.
[8:36 pm, 05/08/2021] Milind Agrawal: How often do you use them?
[8:37 pm, 05/08/2021] Rajul Shrivastava: Almost all day as I work on screen for major part of the
day.
[8:38 pm, 05/08/2021] Milind Agrawal: Oh ok. How was your customer service experience at
store?
[8:38 pm, 05/08/2021] Rajul Shrivastava: Pretty good. They were quite patient while we were
selecting the specs.
[8:39 pm, 05/08/2021] Milind Agrawal: Good to hear this. Lastly, would you like to buy from
your existing store again in future or explore other stores too?
[8:40 pm, 05/08/2021] Rajul Shrivastava: I'm satisfied with the present one so not changing in
near future.
[8:40 pm, 05/08/2021] Milind Agrawal: Great. Thank you so much for your time and response.
[8:40 pm, 05/08/2021] Rajul Shrivastava: No problem. You're most welcome.

Transcript Neha:
[17:44, 12/08/2021] D Steve: Hi Neha, how are you?
[17:45, 12/08/2021] Neha Aggarwal: Hiii Steve, I'm fine.Wbu?
[17:48, 12/08/2021] D Steve: I'm good too.
If possible, can you answer some questions about the spectacle you purchased?
[17:50, 12/08/2021] Neha Aggarwal: Ya ya go on
[17:52, 12/08/2021] D Steve: Great
So firstly can you tell me how much time in a day do you spend on social media ?
[17:54, 12/08/2021] Neha Aggarwal: Quite much...say around 3-3.5 hrs I guess.
[17:55, 12/08/2021] D Steve: Ok and which platforms basically do you use most often as in where
you are very much active.
[17:55, 12/08/2021] Neha Aggarwal: I'd say instagram and whatsapp
[17:56, 12/08/2021] D Steve: Cool, so Neha what basically was the reason behind you purchasing
a new spectacle?
[18:02, 12/08/2021] Neha Aggarwal: Actually my previous specs broke and since I have WFH
going on so its really eye and head straining without specs
[18:03, 12/08/2021] D Steve: Ok, so to buy a new one, did you do some research or gathered
information regarding the new stores/apps in the market?
[18:06, 12/08/2021] Neha Aggarwal: Tbh no
Actually I've been a lenskart customer for like years now
So, yaa I didn't had any research or something for the new spectacles
[18:11, 12/08/2021] D Steve: So, how do you choose a spectacle?
[18:12, 12/08/2021] Neha Aggarwal: Something that suits my face, is light-weighted and has good
frame color and shape.
[18:12, 12/08/2021] D Steve: Great
[18:12, 12/08/2021] D Steve: And do the offers/discount offered influence your decision?
[18:13, 12/08/2021] Neha Aggarwal: Definitely yes
But Since I already have a gold membership of lenskart I feel I already get the best offers
available
[18:16, 12/08/2021] D Steve: Okay
[18:17, 12/08/2021] D Steve: So do you feel that you would compromise on any of the above
mentioned criteria against a good discount offer?
[18:21, 12/08/2021] Neha Aggarwal: I don't think so.
I mean obviously discount offers matter to me but if I had to choose between price and quality and
how it goes with me.
I'll give preference to the latter one.
[18:22, 12/08/2021] D Steve: Okay
So, does any of your friend or family member influence your choice?
[18:23, 12/08/2021] Neha Aggarwal: In this case, not much.
[18:25, 12/08/2021] D Steve: Ok. So, did you buy these spectacles from the lenskart offline store
or from the lenskart app/website?
[18:26, 12/08/2021] Neha Aggarwal: The offline store
[18:28, 12/08/2021] D Steve: So, did you go along with someone to the store or alone?
[18:28, 12/08/2021] Neha Aggarwal: Alone
[18:29, 12/08/2021] D Steve: And how long did it took to finalize the glasses?
[18:30, 12/08/2021] Neha Aggarwal: Around 45 min
[18:32, 12/08/2021] D Steve: Okay, So, among all the varieties being offered over there, how did
you chose "the one for you"?
[18:38, 12/08/2021] Neha Aggarwal: Ahhh...I feel the specs' looks and how it looks on me.
[18:39, 12/08/2021] D Steve: Great
[18:39, 12/08/2021] D Steve: And how did you pay for it?
[18:40, 12/08/2021] Neha Aggarwal: Via Debit Card
[18:41, 12/08/2021] D Steve: Cool
[18:42, 12/08/2021] D Steve: And you are satisfied with them?
[18:43, 12/08/2021] Neha Aggarwal: Yes absolutely
Like I told you earlier, I had my first specs from Lenskart which was years ago and since then I've
always looked towards them whenever I'm in need of one and they have never let me down.
[18:45, 12/08/2021] D Steve: That's great.
Lastly, would you like to buy from your existing store again in future or explore other stores too?
[18:46, 12/08/2021] Neha Aggarwal: I guess I won't.
As lenskart is almost everywhere.
[18:48, 12/08/2021] Neha Aggarwal: And I have been in different states and my experience from
lenskart stores of these states too have been pretty good be it variety available, customer service
etc.
[18:49, 12/08/2021] D Steve: Great. Thank you so much for your time and response.
[18:49, 12/08/2021] Neha Aggarwal: You're welcome🤗

Transcript Sakshi: 
[11:51, 8/12/2021] Hemant Sharma: While purchasing any goggles/spectacle, how you do a
information search about the product?
[11:52, 8/12/2021] Sakshi IMI: I try to search for the products through multiple e commerce
websites and visit shopping malls.
[11:53, 8/12/2021] Hemant Sharma: What is the reason behind buying any goggles/spectacles??
[11:54, 8/12/2021] Sakshi IMI: I don’t use any spectacles. I buy goggles for style, fashion and
comfort during sunny weather.
[11:56, 8/12/2021] Hemant Sharma: While buying from e-commerce website, you look for offers
or you take suggestions from your friends/family, or any kind of promotion done by any
celebrity??
[11:57, 8/12/2021] Sakshi IMI: Yes, I always try to apply offers to the maximum amount. The
promotion by a celebrity doesn't matter but yes suggestions from family/ friends make a huge
difference.
[11:59, 8/12/2021] Hemant Sharma: In the past you have bought any goggles from lenskart??
[11:59, 8/12/2021] Sakshi IMI: No
[12:00, 8/12/2021] Hemant Sharma: What was the reason behind selecting the other store
instead of lenskart??
[12:02, 8/12/2021] Sakshi IMI: I could try the goggles physically in any store which is not possible
in lenskart.
[12:04, 8/12/2021] Hemant Sharma: Lenskart have offline store as well, so have you ever visited
the offline store of lenskart??
[12:14, 8/12/2021] Sakshi IMI: No i have never offline store of lenskart
[12:15, 8/12/2021] Sakshi IMI: Visited*
[12:15, 8/12/2021] Hemant Sharma: How regularly do you buy goggles??
[12:15, 8/12/2021] Sakshi IMI: Once a year
[12:16, 8/12/2021] Hemant Sharma: And what is the reason to buy means the last one got
broken, lost or any other rational reason to buy??
[12:18, 8/12/2021] Sakshi IMI: Once it was because my last one broke and once because I
wanted a new one.
[12:20, 8/12/2021] Hemant Sharma: In the past have you switched to different stores or stuck to
one store?
[12:21, 8/12/2021] Sakshi IMI: I have always purchase from Shoppers Stop.
[12:22, 8/12/2021] Hemant Sharma: Why?? Any specific reason to buy from shoppers stop.??
[12:22, 8/12/2021] Sakshi IMI: Yes, they have multiple options from different brands.
[12:25, 8/12/2021] Hemant Sharma: How is your experience with shoppers stop?? How do you
like their service? Or anything else??
[12:26, 8/12/2021] Sakshi IMI: I really like shoppers stop. They have option of accruing points on
your past shopping which can redeemed as money.
[12:28, 8/12/2021] Hemant Sharma: Before buying goggles how much time do you take to finalize
you decision??
[12:29, 8/12/2021] Sakshi IMI: 4-5 days
[12:31, 8/12/2021] Hemant Sharma: After making purchase, how much you satisfied with the
service??
[12:31, 8/12/2021] Sakshi IMI: 3.5/5
[12:33, 8/12/2021] Hemant Sharma: Do you advise others to visit shoppers stop??
[12:33, 8/12/2021] Hemant Sharma: Or you will repeat in th future??
[12:33, 8/12/2021] Sakshi IMI: Yes, for sure.
[12:33, 8/12/2021] Sakshi IMI: I always advice others to visit shoppers stop
[12:34, 8/12/2021] Hemant Sharma: Ok, Thank you for your time!!
[12:34, 8/12/2021] Sakshi IMI: Welcome.

Transcript Shifali:
             [13:53, 8/12/2021] Hemant Sharma: While purchasing any goggles/spectacle, how
you do a information search about the product?

[13:56, 8/12/2021] Shifali IMI: I like to first read online about the product (the relevant details like
most popular brands, price range of a particular brand, customer reviews etc.)

Then if I’m buying it from a brick-and-mortar store, I would interact with the salesperson to know
more

[13:57, 8/12/2021] Shifali IMI: Theek na lage toh batana😂

[13:57, 8/12/2021] Hemant Sharma: Jo relevant h wo bata te jao, ye WhatsApp ke SS lagane h

mujhe report me

[13:58, 8/12/2021] Shifali IMI: Okay okay

[13:58, 8/12/2021] Hemant Sharma: What are the reason behind buying any
goggles/spectacles??

[13:59, 8/12/2021] Shifali IMI: I have high degree myopia so I have to use prescription glasses all
day everyday for clear distant vision

[14:00, 8/12/2021] Hemant Sharma: How regularly you buy spectacles??

[14:00, 8/12/2021] Shifali IMI: There’s usually a gap of 2-3 years between every purchase since
they easily last me that long

[14:01, 8/12/2021] Hemant Sharma: While buying from e-commerce website/ offline store, do you
look for offers or you take suggestions from your friends/family or any kind of promotion done by
any celebrity??

[14:04, 8/12/2021] Shifali IMI: I take suggestions from my family and friends. Offers are a great
incentive, since I can get my spectacles made only with a particular type of lens (because of the
high power) and they are quite expensive.

[14:05, 8/12/2021] Shifali IMI: Celebrity promotions do not drive my decision so much

[14:05, 8/12/2021] Hemant Sharma: In past, have you bought any spectacles from lenskart??

[14:05, 8/12/2021] Shifali IMI: Yes I have

[14:06, 8/12/2021] Hemant Sharma: What reasons made you to make a purchase from
lenskart??

[14:07, 8/12/2021] Shifali IMI: The variety, availability of options since I do not get a lot of good
brands in my hometown.

The ease of shopping and home delivery were also important factors.

[14:08, 8/12/2021] Hemant Sharma: What you prefer lenskart offline store or online store??
[14:09, 8/12/2021] Shifali IMI: I prefer the offline store because even though online store gives
you an option to try the glasses on virtually, I prefer wearing the frames in real time to make a
decision.

[14:10, 8/12/2021] Hemant Sharma: What are the reason behind making the purchase for
spectacles after 2-3 years gap, means last one got broke or you got bored with old frame??

[14:10, 8/12/2021] Hemant Sharma: Or any other reason??

[14:12, 8/12/2021] Shifali IMI: My prescription changed so I had to get my lens changed anyways.
So I thought of getting a new frame also because I got bored of the last one.

[14:13, 8/12/2021] Hemant Sharma: In past have you switch to different stores or stick to one
store to buy spectacles??

[14:13, 8/12/2021] Shifali IMI: I have changed

[14:13, 8/12/2021] Hemant Sharma: Why? Any specific reason to switch??

[14:14, 8/12/2021] Shifali IMI: Sometimes I had to, like when I was away from home for studies.

[14:15, 8/12/2021] Shifali IMI: Otherwise I have switched for the sake for trying something new as
well.

[14:15, 8/12/2021] Hemant Sharma: How is your experience with lenskart?? How do you like their
service? Or any thing else??

[14:16, 8/12/2021] Shifali IMI: My experience has been good.

I even got my eyesight tested at their offline store apart from purchasing spectacles and the
employees provided good service in every aspect.

[14:17, 8/12/2021] Hemant Sharma: Before buying spectacles how much time do you take to
finalise you decision??

[14:17, 8/12/2021] Shifali IMI: It takes quite long as I get utterly confused about which frame suits
my face and which does not.

[14:18, 8/12/2021] Shifali IMI: So I’d say about 30 minutes approximately.

[14:18, 8/12/2021] Hemant Sharma: After making purchase, how much you satisfied with the
service??

[14:19, 8/12/2021] Shifali IMI: I was quite satisfied. The overall experience was good for me.

[14:20, 8/12/2021] Hemant Sharma: Do you advise others to visit lenskart??or you will repeat in
the future??

[14:20, 8/12/2021] Shifali IMI: Yes I would advise others to visit Lenskart, if budget is not a major
constraint for them. And I would definitely consider visiting it myself again.

[14:21, 8/12/2021] Hemant Sharma: Ok, Thank you!!

Transcript Twinkle:
 [13:53, 8/12/2021] D Steve: While purchasing any goggles/spectacle, how you do a
information search about the product?
[13:56, 8/12/2021] Twinkle IMI: I like to first read online about the product (the relevant details like
most popular brands, price range of a particular brand, customer reviews etc.)
[13:58, 8/12/2021] D Steve: What are the reason behind buying any goggles/spectacles??
[13:59, 8/12/2021] Twinkle IMI: I havemyopia so I have to use prescription glasses all day
everyday for clear distant vision
[14:00, 8/12/2021] D Steve: How regularly you buy spectacles??
[14:00, 8/12/2021] Twinkle IMI: There’s usually a gap of 1-2 years between every purchase since
they easily last me that long
[14:01, 8/12/2021] D Steve: While buying from e-commerce website/ offline store, do you look for
offers or you take suggestions from your friends/family or any kind of promotion done by any
celebrity??
[14:04, 8/12/2021] Twinkle IMI: I take suggestions from my family and friends. 
[14:05, 8/12/2021] D Steve: In past, have you bought any spectacles from lenskart??
[14:05, 8/12/2021] Twinkle IMI: Yes
[14:06, 8/12/2021] D Steve: What reasons made you to make a purchase from lenskart??
[14:07, 8/12/2021] Twinkle IMI: The desired brands availability, customer service and ease of
shopping and home delivery were also important factors.
[14:08, 8/12/2021] D Steve: What you prefer lenskart offline store or online store??
[14:09, 8/12/2021] Twinkle IMI: I prefer both online and offline stores.
[14:10, 8/12/2021] D Steve: What are the reason behind making the purchase for spectacles after
1-2 years gap, means last one got broke or you got bored with old frame??
[14:10, 8/12/2021] D Steve: Or any other reason??
[14:12, 8/12/2021] Twinkle IMI: My prescription changed so I had to get my lens changed
anyways. So I thought of getting a new frame also because I got bored of the last one.
[14:13, 8/12/2021] D Steve: In past have you switch to different stores or stick to one store to buy
spectacles??
[14:13, 8/12/2021] Twinkle IMI: I have changed
[14:13, 8/12/2021] D Steve: Why? Any specific reason to switch??
[14:14, 8/12/2021] Twinkle IMI: Sometimes I had to, like when I was away from home for studies.
[14:15, 8/12/2021] Twinkle IMI: Otherwise I have switched for the sake for trying something new
as well.
[14:15, 8/12/2021] D Steve: How is your experience with lenskart?? How do you like their
service? Or any thing else??
[14:16, 8/12/2021] Twinkle IMI: My experience has been good.
I even got my eyesight tested at their offline store apart from purchasing spectacles and the
employees provided good service in every aspect.
[14:17, 8/12/2021] D Steve: Before buying spectacles how much time do you take to finalise you
decision??
[14:18, 8/12/2021] Twinkle IMI: So I’d say about 30 minutes approximately.
[14:18, 8/12/2021] D Steve: After making purchase, how much you satisfied with the service??
[14:19, 8/12/2021] Twinkle IMI: I was quite satisfied. 
[14:20, 8/12/2021] D Steve: Do you advise others to visit lenskart??or you will repeat in the
future??
[14:20, 8/12/2021] Twinkle IMI: Yes I would advise others to visit Lenskart.
[14:21, 8/12/2021] D Steve: Ok, Thank you!!
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