Zaful, Sammydress, Rosegal address customer issues

14 Apr '17

2 min read

With a view to provide better service, Asia e-retailers Zaful, Sammydress and Rosegal have analysed customer feedback from the first quarter of 2017 and found that the two main issues cited by customers are shipping times and incorrect sizes. However, the number of complaints has greatly reduced in comparison to the corresponding period last year.

Although online discount fashion retailers Zaful, Sammydress and Rosegal are based in Asia, most of their customers are from North America. Because of the geographical distance and time difference, after-sale customer relations are extremely important for the three. For this reason, the three companies have analysed consumer feedback from the first quarter of 2017.

In a report produced after analysing the data, it has been found that the number and level of complaints have greatly reduced. The two main problems are shipping times and incorrect sizes. Sammydress, Zaful and Rosegal continue to make improvements that will minimise these issues even further.

Rosegal and Zaful showed small reductions in customer after-sale complaints while Sammydress saw a significant decrease, from 28 per cent to seven per cent, the report says. The reasons for this change have been linked to optimisation of the pre-sales and sales process. Staff has been increased to provide live chat and better phone service. As a result, shipping times have been reduced by up to 33 per cent.

Zaful and Rosegal followed suit, upgrading their telephone service for pre-sales and improving their hotline. Because of this upgrade, more customers received a higher degree of service.

Shipping time for Sammydress was a complaint for nearly 13 per cent of its customers in the first quarter of 2016. One year later, this figure has been reduced to about three per cent. This significant reduction has been attributed to the company's use of priority direct mail.

Zaful, which provides free worldwide shipping, receives very few complaints from customers about delivery times. The company offers faster standard shipping and express shipping instead of the flat-rate delivery options that most online retailers provide.

There are still a small number of issues dealing with incorrect sizes, according to all three companies. This has been addressed by providing an online size chart that compares US and North American sizes to Asian sizes. (SV)

Fibre2Fashion News Desk – India

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