Danish home furnishings retailer Jysk has reduced customer complaints to their lowest level on record, marking a significant improvement in product quality over the past decade.
© Jerome Cid | Dreamstime
In the most recent financial year, complaints accounted for just 0.15% of total products sold, equivalent to 15 complaints per 10,000 items. This represents a 67% reduction compared with ten years ago. Complaints are recorded when customers receive a replacement or a full or partial refund for a defective product.
According to the company, the decline spans all product categories, with furniture showing the strongest improvement. Jysk attributes the progress to tighter quality controls, additional inspections, and clearer assembly instructions.
Quality Director Lars Ringtved Nielsen said that assembly instructions play a key role in preventing unnecessary claims, stating that 'clear instructions are crucial for assembling a product correctly and preventing it from being wrongly considered defective'. Customer feedback has been used to continuously refine these instructions.
Jysk positions its quality improvements as part of its broader sustainability strategy, aiming to reduce waste and returns by preventing defects and misuse at source.
Source: www.retaildetail.eu
