A compliment about Saltspin

Status: Approved

#ExpectationsExceeded #Service #Communication  Delighted Grateful Special 

Kindly shared by E. Bonar

What happened

I ordered a pair of jeans from Saltspin online. When they arrived there was a note in the parcel saying they'd run out of the size I'd ordered, but they'd taken the chance of sending the size up in case it fit, as the style tends to run small, and included a prepaid returns label in case it didn't. They did fit, which left me as a very happy customer and meant they had a sale which would otherwise have been a cancelled order and a poor customer experience.

The impact it had

This made me feel like I'd had personal attention, which is a rare feeling from an online purchase.

Where this happened

On the Internet - saltspin.com

Saltspin Customers

Most talked about by Saltspin customers

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How this makes Saltspin customers feel

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33% Expectations Exceeded
Feelings:

Delighted

Grateful

Special

33% Service
Feelings:

Delighted

Grateful

Special

33% Communication
Feelings:

Special

Delighted

Grateful

Fashion Customers

Most talked about by Fashion customers

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How this makes Fashion customers feel

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20% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Offended

Let down

Disappointed

15% Customer Service
Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

Surprised

Anxious

13% Delivery
Feelings:

Furious

Let down

Disappointed

Frustrated

Annoyed

Anxious

Surprised

9% Returns
Feelings:

Furious

Annoyed

Frustrated

Offended

Disgusted

Let down

Disappointed

9% Delay
Feelings:

Disappointed

Frustrated

Let down

Annoyed

Furious

7% Discrimination
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Offended

7% Communication
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

4% Expectations Exceeded
Feelings:

Grateful

Delighted

Happy

Special

Pleased

4% Service
Feelings:

Grateful

Delighted

Special

Happy

Pleased

4% Communication
Feelings:

Grateful

Happy

Pleased

Delighted

Special

4% Fraud
Feelings:

Furious

Frustrated

Disappointed

Disgusted

2% Rudeness
Feelings:

Disgusted

Furious

Frustrated

2% Quality of product
Feelings:

Furious

Frustrated

Disgusted

Most complained about Fashion companies

High
Low
  1. Foot Locker
  2. River Island
  3. Asos
  4. JD Sports Fashion

Most complimented Fashion companies

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Low
  1. TK Maxx
  2. Saltspin