New Contact Lens Institute™ Research Pinpoints Practice Behaviors that Help Retain New Contact Lens Wearers

Several straightforward, high-return actions by eye care practices have the potential to increase retention rates among new contact lens wearers, according to consumer data from the Contact Lens Institute (CLI). The association is previewing its latest research during this week’s Vision Expo West conference in Las Vegas, part of its multi-year See Tomorrow initiative.

CLI’s nationwide survey revealed that new (<2 years) and long-term (≥2 years) soft contact lens users share many similarities regarding factors that influence their decision to continue wear. Yet there are several differences that doctors and staff can lean into to help maintain satisfaction among more recently fit patients. This is particularly important when prior studies have shown that one in four wearers may drop out in the first year alone.

“Broadly speaking, we found that new wearers benefit from more personalized care to meet their lifestyle needs, more attention from the entire practice team, and more encouragement and training,” said Stan Rogaski, CLI’s executive director. “That translates into happy, healthy patients whose satisfaction ratings skyrocket once they cross the two-year mark, turning them into lifelong contact lens fans.”

A remarkable 86% of long-term contact lens patients characterized their overall satisfaction as high (8-10 on a 10-point scale), with 67% of new wearers stating the same. Among the long-term group, overall dissatisfaction was nearly non-existent, with a scant 2% providing a rating of 4 or less.

When asked about doctor and staff actions to promote continued wear, contact lens patients identified three as most influential. They included making sure that contact lens prescriptions are updated to adapt to lifestyle changes (69% new wearers, 57% long-term wearers), providing trial lenses for new prescriptions (69% new wearers, 66% long-term wearers), and making sure people understand contact lens care (67% new wearers, 51% long-term wearers).

While previous CLI See Tomorrow research has illustrated the importance of engaging the entire practice staff in patient communication, the latest data reinforces the essential nature of taking an all-hands approach. Among long-term wearers, 59% say that their eye doctor extremely or greatly influences the decision to keep using contact lenses, with 52% reporting the same for their optician, 35% for exam staff technicians, 25% for optical staff, and 21% for administrative staff. Notably, these percentages soar for new wearers by double digits—74% for their eye doctor, 64% for the optician, 53% for exam staff, 53% for optical staff, and 44% for administrators such as receptionists.

Wearers also say the greater amount of time spent with the doctor and exam staff increases trust in their recommendations. This is more prominent among new wearers (74%), although still prevalent with long-term wearers (57%). The median opinion of what constituted “adequate” total exam time is 16-20 minutes for both groups.