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Customers

Our priority is to respond - responsibly - to our customers’ desire for quality fashions, providing them with an unbeatable shopping experience before, during and after each sales transaction and staying ahead of the curve on the crucial matters of diversity, sustainability and transparency.

We are working to cater to our customers’ needs when and where they arise, adapting to a context of permanently shifting consumer habits. We want to offer the finest stage, in our stores and on our online platforms, which operate in harmony.

Women's section inside a Zara store. Black and white image
Zara Beauty section inside a Zara store in black and white
Men's section inside a Zara store in black and white

We aspire to create unique, pleasant and accessible spaces in which the latest technology enables constant interaction with the brand, from any device. Some good examples of how that ambition materialised last year:

  • In 2022, we created boutique areas within our Zara stores devoted to specific lingerie, beauty and activewear collections.
  • We also developed new technology applications, such as Pay&Go, automated online order collection and Store Mode, enabling customers to browse store contents online, look up stock availability, pay without going to a checkout and shop online and pick up an order within just two hours.
Detail of a Pay&Go checkout for payment in a Zara store in black and white Detail of the collection point for online orders at a Zara store in black and white

We work hard to build and maintain close, smooth and trust-based relationships with our customers in over 200 markets, as is evident in the following statistics:

  • Our websites received over 6,000 million visits, equivalent to over 16 million a day.
  • Our customer service teams handled 39 million contacts.
  • Our brands’ social media following reached 246 million.