Case Study: New Look transforms returns and boosts customer satisfaction with ZigZag Global

New Look turns to ZigZag to transform its returns experience

New Look, a British fashion retailer, faced significant challenges with the high cost of returns, a lack of accurate data on why items were being returned, and a disjointed returns process that did not align with its outbound customer experience. They turned to the vendor ZigZag Global and its returns platform to help transform this process.

ZigZag implemented a tailored returns solution for New Look, which included introducing paid online returns, innovative in-store drop-off kiosks, and improved tracking. The results were substantial: a 0.5% point reduction in returns against sales, a doubling of in-store returns, a 20% reduction in customer queries, and an increase in their Trustpilot score from 4.3 to 4.7. ZigZag’s platform also provided the data needed to understand return reasons, with 67% of peak returns identified as due to sizing issues.

New Look

Rachel Troke

Senior Product Manager