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New Look
Commercial Director
We spoke to Senior Product Manager Rachel Troke, to discuss what a great returns experience looks like to New Look
and its customers.
to get to.”
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Challenges Faced
before ZigZag
High Cost of Returns
The costs of managing returns was placing a major burden on New Look
Untracked
Returns Data
Return reasons were often missing or inaccurate when processed in-store
Returns Misalign with Outbound
Customers created their own labels with individual carrier services
How New Look implemented
Smarter Returns
with ZigZag
Seamless
Integration
Rachel Troke, New Look's Senior Product Manager, highlighted the reasons for choosing ZigZag. The decision was influenced by ZigZag's ability to facilitate a quick implementation, enable a paid return process, and collaborate on innovative ideas.
Drop-off
Kiosks
ZigZag's returns platform powered the introduction of innovative return kiosks in selected New Look stores in August 2023. These kiosks offer a free and convenient return option, reducing processing time for in-store staff and improving data collection. Customers can easily return items by selecting 'Return to Store,' receiving a QR code, and dropping off their parcel without the need for a printer.
Rachel emphasised that the kiosks not only streamlined the process but also addressed the challenge of inaccurate return reasons. Customers, sometimes hesitant to discuss sizing issues with store staff, can now provide accurate data through the kiosks, contributing to better decision-making for New Look's buying teams.
Moving to
Paid Returns
In February 2023, New Look implemented paid returns to cope with rising reverse logistics costs. Despite initial concerns, customer feedback was positive.
The introduction of a small £2.50 charge for
online returns resulted in a doubling of in-store
returns, and providing the opportunity for increased sales in store.
The move to paid returns did not negatively impact high-value, high-frequency customers, showcasing a successful transition.
Tracking & Satisfaction
Improved tracking capabilities led to a 20% reduction in "where is my return?" queries. Customers now receive confirmation emails at various stages of the return process, enhancing transparency and reducing the need for inquiries.
New Look's Trustpilot score increased from 4.3 to 4.7, reflecting improved customer satisfaction. This increase happened at the same time as NL implementing
Paid Returns
Flexibility & Support
Rachel praised ZigZag's flexibility, describing them as supportive partners that go above and beyond. The collaboration with ZigZag allowed New Look to push boundaries in developing its customer experience. Looking ahead, Rachel expressed excitement
about future innovations and continued
partnership with ZigZag.
Customised Solution
Dashboard with Implementing a paid returns strategy to minimise
customer frustrationdata
Enhancing the in-store returns drop-off experience for customers
Providing complete visibility over returns data for improved accuracy
Boosting tracking capabilities to reduce customer inquiries
Increasing Trustpilot score through an intuitive returns process
ZigZag optimised its solution with New Look's goals in mind
Book Demo
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consultation
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our product
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of implementation solutions
Commercial Director
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ZigZag Global
Winchester House,
19 Bedford Row,
London, WC1R 4EB
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