Fewer Complaints, More Returns

Dr. Adams: Let's get straight into the figures. Carla, you've had a look at customer service. Carla: I have, and it's a mixed picture. Complaints are down by roughly a fifth compared with last quarter, which is encouraging. The catch is that returns have gone up, and almost half of them are down to sizing. David: That doesn't entirely surprise me. We changed the size charts in the summer, and I did wonder at the time whether we'd rushed it. Dr. Adams: Is that a fair reading, Carla? Carla: Partly. I wouldn't lay the blame entirely on the charts. Some customers simply order two sizes and send one back, which skews the numbers. But I take the point that the new charts haven't helped. David: So what are we proposing? Because I'd be uneasy about reversing everything on the strength of a single quarter's data. Dr. Adams: Nor would I. What I'd suggest is a pilot. We put a fit guide, with real customer photos, on ten of the busiest product pages, and compare return rates over six weeks. No need to touch the charts until we know more. Carla: That's sensible. I can have the product pages updated by Friday. David: And the proposal to close the Izmir warehouse? Dr. Adams: Let's park that. Between the returns and the holiday season, the timing's wrong. We'll revisit it in January.