Rosegal and ZAFUL Shows Reduction in Customer After Analyzing Online Consumer Feedback for Shipping Time, Incorrect Sizes

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Thursday, April 13th, 2017
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Although online discount fashion retailers ZAFUL, Sammydress and Rosegal are based in Asia, most of their customers come from North America. Because of the geographical distance and time difference, after-sale customer relations are extremely important. For this reason, the three companies have analyzed consumer feedback from the first quarter of 2017 in order to improve their service.

According to the collected data, the number and level of complaints have been greatly reduced. The two main problems are shipping times and incorrect sizes. Sammydress (www.sammydress.com), ZAFUL (www.zaful.com) and Rosegal (www.rosegal.com) continue to make improvements that will minimize these issues even further.

After-sale complaints reduced

According to press of the PR Newswire on April 12, In the first quarter of 2017, Rosegal and ZAFUL showed small reductions in customer after-sale complaints while Sammydress saw a significant decrease, from 28 percent to 7 percent.
The reasons for this change were linked to optimization of the pre-sales and sales process. Staff was increased to provide live chat and better phone service. As a result, shipping times were reduced up to 33 percent.

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 and size are still issues

Shipping time for Sammydress was a complaint for nearly 13 percent of its customers in the first quarter of 2016. One year later, this figure has been reduced to about 3 percent.

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.

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