Danish home furnishings chain Jysk has succeeded in reducing the number of customer complaints to an all-time low: complaints about defective products have more than halved in ten years.
Improved assembly instructions
In the past financial year, the number of customer complaints amounted to just 0.15%, or 15 out of every 10,000 products sold. Compared to ten years ago, the number of complaints has fallen by 67%, the retailer reports in a press release. The decline is visible in all product categories, with the greatest improvement in furniture. A customer claim is registered when a customer receives a replacement product or a (partial) refund when returning a defective product.
Jysk attributes the improvement to a strong focus on quality, additional inspections, and improved assembly instructions. “Assembly instructions play a major role in preventing customer claims. That’s why we asked customers for feedback and used it to continuously improve the instructions. Clear instructions are crucial for assembling a product correctly and preventing it from being wrongly considered defective,” says Quality Director Lars Ringtved Nielsen. Working on product quality is an important part of Jysk’s sustainability efforts.
