Give your customers a voice! There is no better way to collect valuable feedback than to ask customers who were already committed enough to make a purchase. Especially if they are a returning or repeat customer.
We tend to get caught up with always seeking feedback from the market, or shoppers who have not yet made a purchase. We have an obsession with discovering what makes someone more likely to buy.
While this feedback is great, it pales in comparison to the feedback you can collect from existing customers. The quality of feedback you receive is much higher from a returning customer than a first time shopper. You get to hear from those who have actually gone through the purchase journey and physically interacted with your product.
I have seen many DTC brands make meaningful changes based on this feedback, and the best place to capture it is in the returns process.
You get honest feedback during the returns process
People are more transparent and honest with feedback when they are put in an emotional situation. Think about the last time you felt “wronged”or “let down” by a brand, I bet you had no problem expressing how you felt..
This honest feedback is sometimes hard to hear, but it is vital to creating the best customer experience possible. When faced with a problem only 4% of people are willing to speak up while 96% will say nothing and silently not return, according to iZooto.
Only 4% of people are willing to speak up about a negative experience.
With such a small percent of people willing to share, it is important to collect feedback when someone is most likely to share it. The vulnerable state a customer is in during a return is the perfect time to ask for ways to improve. They are much more likely to share than an average shopper, so make sure you give them a way to be heard.
In a recent interview with John Maddalone from Baseballism, he described the feedback you capture in the returns process as “the negatives you need to hear to actually improve and move your business forward.”
Make feedback easy by asking for it in steps
Collecting feedback is a delicate balance of making it easy, yet detailed enough to draw conclusions from. You don’t want to force feedback, but you do want to strongly encourage it. Getting the right balance of quality and quantity is all in how you ask for it.
When collecting feedback we recommend:
Ask for an initial return reason
Ask a situational follow up
Provide an optional comment box
As an example:
Item does not fit
Item was too tight
Comment box where a customer can state where or why it was tight
Customers see asking for feedback during the return process as a very reasonable request. They are more than happy to complete it for you, as long as you don’t make it time consuming or complicated. The above is an example of how we set feedback collection within Loop.
Return apps like Loop make collecting this feedback easy with customizable multiple choice questions and long form comment boxes.
Returns feedback can improve all areas of the DTC experience
It is much harder to get the feedback you need to improve when you are a DTC brand. Being separated by a computer screen means that you can't simply just ask each customer how things are going. If you are collecting returns feedback correctly you are able to make all sorts of customer informed improvements.
Here are a few examples of how brands can improve with feedback collected in the returns process.
Improve product photography
There is a delicate balance of product photography that looks great and on brand with true to reality shots. These photos (and descriptions) are what a customer will be basing their entire purchase off of.
22% of returns are because what arrived to the customer did not match what was shown in the product shots. Remember that the tactics that make product shots look amazing, can also make them less accurate, especially lighting.
A product arriving that did not match the product photography accounts for 22% of all returns.
Inaccurate product shots was one major return reason that Love Your Melon was able to uncover once they started to collect feedback from customers. They found that some customers were returning items because the actual color of the products that arrived differed from what the customer expected based on the website product shot. With this feedback, Love Your Melon adjusted their catalog with images that had more accurate color appearance so that the product that the customer received was exactly what they were expecting.
Love Your Melon and other top DTC brands are adopting a product photography strategy that shows the product on a light grey background at the catalog view. They supplement that with lifestyle images of people wearing the product along with close-up detail images on product pages to give the customer additional visual information about the product.
How to collect feedback to adjust product photography:
Set a return reason to - Item did not match product shot
Have return details that elaborate - color did not match, misleading size
Optional comment field for the customer to elaborate
Write more accurate product descriptions
A more obvious improvement you can make with returns feedback, is an improvement to product descriptions. 46% of returned items are because of wrong size or fit, according to Retail Dive. This makes sizing issues the most common reason an item is returned, and presents you with a great place to make improvements.
As an example, if 70% of customers are saying that the reason they returned a product was because it was too big, you should let shoppers know that the item fits large, and suggest sizing down.
Being very specific with how things fit is important for all apparel companies, but none more so than swimwear and intimates. They are personal items with a body conscious customer. Fit is vital in these industries and likely explains why they have return rates between 30% - 40%.
How to collect feedback to adjust product descriptions:
Set a return reason to - Item did not fit
Have return details that elaborate - Item was too small, big, loose, tight
Optional comment field to collect more granular detail
Improve manufacturing and logistics partnerships
One last major benefit of collecting returns feedback is to strengthen your manufacturing and logistics partnerships. Data collected in the returns process can tell you when certain products or materials are not meeting the standards of your customer or if a logistics provider is making a mistake too often.
We have seen brands use this feedback to find all sorts of areas to improve, including:
Particular color of product is being made smaller than the rest
New releases have a different fit than previous offerings
Footwear is being sent with two pairs of laces
Certain warehouses are shipping the wrong item at an unacceptable rate
It is amazing what you find when you give the customer a medium to share what’s happening.
Even Amazon’s logistics infrastructure has flaws, as evident from the returned waffle maker that was then shipped back out to a customer with a burnt waffle still inside…
The flaws might not be as noticeable as this example. However, every time the customer does not get the item they were expecting, it’s an opportunity to learn. Collecting returns feedback allows you to improve the processes you own, and keep the ones you outsource accountable.
If you use multiple fulfillment partners you can filter the feedback to specific products to find which partner is not meeting the quality standards you set.
How to collect feedback to find logistics problems:
Set a return reasons - damaged/defective
Have return details specific to your product - loose thread, stained, used
Give your customers an easy way to impact your business
There is no greater source of feedback than your existing customers. Especially when you ask them to share feedback in a time they are most willing to share. The customer feels heard when you let them give feedback, it gives them a voice.
Customers are heard when you collect feedback, it gives them a voice to improve your business.
We have seen brands improve all areas of their business with returns feedback directly from the customer. Brands create more accurate photography, product descriptions that facilitate the right size, and choose the best partners possible.
If you want to improve your business with customer feedback, get in touch. We would love to show you how.