I hear complaints one at a time.
What your returns, reviews and survey answers say, grouped by product and handed to whoever owns each problem.
Sound familiar?
- Customer service keeps saying the new leggings run small, and the pattern fix keeps waiting for the next production run.
- They buy once, send it back and we never hear from them again.
A worked example
Real figures from one Scandinavian shoe retailer, 2.229 returns
- Too small or too large55,2 %Too small 27,7 % · Too large 27,5 %
- Not what they expected29,1 %
- Other11,9 %
- Complaint2,0 %
- Wrong product1,5 %
- Late delivery0,4 %
In 55 % of the returns the customer gave too small or too large as the reason. Split this evenly between the two across a whole range, it can hide one style that runs small beside another that runs large, and the pattern only shows style by style.
Late delivery barely registers, partly because most late parcels are still kept. The few that are refused or never collected come back outside the returns flow, with no reason attached.
What you receive
A written summary every month, and a meeting to go through it.
Who owns it at your brand
You.
How often
Every month.
What it needs
The foundation, and your return and review data connected.
When it starts paying back
When the first fix lands.
Is this one worth it for you?
It's worth it when there's enough feedback to see a pattern. With too little, I'll tell you to wait.
If one of these sounds like your business, write to me.
A few lines is plenty. If you're not the one who decides, forwarding this to whoever does works just as well.
There's nothing to prepare, and nobody sends me any data before we decide to work together.