Customers have a central role in Inditex’s business model, whose flexibility enables it to rapidly meet their demands. Qualified customer services are therefore key to the Inditex Group. All of the brands provide services segmented by countries and sales channels (bricks-and-mortar stores and electronic trade).

The Group’s customers can contact Inditex’s different brands either through their free customer service phone numbers or through each brand’s webpage. In 2013 in Spain, Inditex brands received a total of 5,609 complaints forms, an average of three per store.

The comments and suggestions submitted by customers allowed us to improve the service they received in the different sales channels. In 2013, mobile phone applications were developed to provide information on the availability of an item in a bricks-and-mortar store. In various brands, direct online customer services (click to call), same-day delivery of electronic sale orders and improvements in the packaging of on-line orders were also implemented. Another of the services launched to meet the demands of customers is the item locator service offered by Zara in several Spanish provinces (Madrid, Barcelona, Seville and Malaga). In 2013 alone, this service handled more than 82,000 calls, 40% up on the previous year.

Moreover, different seminars and training days were held for store teams, placing a special emphasis on customer service, raising staff awareness in this area and even appointing specific people in each team to permanently assess and improve these aspects.

Number of messages and calls received in the different customer attention services of the Inditex Group 2013

(*) Complaints sheets only for Spain
(**) Zara Home provides consolidated customer services data for in store and online sales

Zara item locator service 2013 (*)

(*) Available only in four Spanish provinces

Affinity Card data 2013

(*) In the Annual Report 2012, the number of new users published was incorrect.