The challenge:

A fashion startup brand was experiencing a high rate of returns due to quality control issues. Customers were returning products due to defects and poor quality. This was hurting the brand's reputation and leading to a loss of revenue. Swift realized that it needed to improve its quality control process in order to reduce returns and improve customer satisfaction.

Implementation:

To address this issue, Swift implemented several strategies. First, it launched new quality control partners to ensure that all products met Swift's high standards. These partners were selected based on their reputation for quality and attention to detail.

Secondly, Swift implemented a customer feedback program through returns/exchanges. Customers were asked to provide feedback on why they were returning the product and what improvements could be made. This was both through automated returns platform and manually inputted info through customer service agents. This feedback was then shared with the production team to address any issues and improve the overall quality of the products.

Finally, Swift outlined a standard process for the production team to address customer feedback. This process included identifying the root cause of the defect, implementing corrective actions, and tracking progress to ensure that the issue was resolved.

Results:

After implementing these strategies, Swift was able to reduce returns rates by approximately 25% overall. This resulted in significant cost savings and improved customer satisfaction. Additionally, the defect rate was reduced by 5%, further improving the quality of the products.

Conclusion:

Through the implementation of new quality control partners, a customer feedback program, and a standard process for addressing feedback, the fashion startup brand was able to significantly improve its quality control experience. By reducing returns rates and improving the overall quality of its products, Swift was able to improve customer satisfaction and strengthen the brand reputation.