Collaborating with our customers, the force driving transformation

The overriding goal of everything we do here at Inditex is to make our customers happy. We strive to ensure that all the cogs in the machine - stores, design, manufacturing and logistics - work smoothly so we can offer products that combine design, quality and sustainability at affordable prices, coupled with progress on intangible aspects such as circularity, diversity and transparency, the key values underpinning our relationship of mutual trust.

Our customer satisfaction commitment means actively listening to and engaging with them continually so that we understand their needs and come up with the right new ideas, initiatives and services. The new product categories launched by Zara in 2021 are good examples of the fruits of that process, such as Beauty, its cosmetics line, and Athleticz, a new range of sports clothing for athletes in all disciplines.

Innovation is a cross-cutting enabler of this effort, necessary for the Company to be able to continue to enhance its propositions. Our integrated store and online platform allows us to keep our customers in direct contact with fashion, providing them access to our ranges when, where and how they prefer.

In 2021 our retail formats’ websites received more than 6.2 billion visits, which is equivalent to 17 million visits a day.

To guarantee a pleasant and satisfactory shopping experience for all our customers, Inditex works on accessibility, offline and online. Last year we expanded the presence of accessible menus on the Group’s websites.

Our customer pledge also includes staying ahead of their demands in terms of diversity, sustainability and transparency; areas in which we want to engage them in our efforts and progress. That is where our Join Life label comes into play, letting our customers know which products were made more sustainability and flagging their environmental attributes. New projects such as Changemakers and legacy initiatives like our for&from stores, managed by people of differing abilities, are helping us advance together with our customers on our positive impact roadmap.

At Inditex we believe that a satisfactory experience is one which allows us accompany a customer from when they spot a product in one of our shop windows or on one of our chains’ apps right through to the end of that garment’s useful life.

To tackle that challenge, we have an extensive team of customer service experts, who respond to our customers’ needs in the more than 200 markets in which our products are on sale. Our teams handle enquiries in the native languages of each and every one of our sales markets.

In 2021 we handled a total of 51,609,795 customer contacts (calls, emails, chats and social media messages). The growth in online sales during the last couple of years has driven growth in contact volumes as the bulk of the enquiries received relate to the status of orders or delivery times.

In 2021, Inditex’s chains’ various social media handles boasted a following of over 228 million.