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Customers

Our brands share the same main objective: responding to the needs of our customers through the best experience.

We place the customer at the very centre of our business model. Knowing and delivering exactly what our customers want -no matter where they are- demands meticulous organisation, close attention to detail, and industry-leading technological innovation in every part of our value chain.

Whether we are designing, manufacturing, or distributing our products, we are always looking at how our operations can improve customer service and the quality of the customer experience – while honouring the commitments to sustainability that our customers expect from us. Listening to feedback, making short production runs, and investing in state-of-the art logistics allows us to pinpoint and meet customer needs, refreshing our stores and online plataforms with new styles twice a week.

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Customer-focused innovations

Agility and precision behind the scenes is only half the story. How we respond to customer needs face-to-face and online is just as important. Every morning in every store our teams discuss how they can serve customers better, and they take part in comprehensive training programmes centred on enhancing customer relations. 

The implementation of the Radio Frequency Identification (RFID) system, that has been internally developed by our teams, allows staff to help customers find items instantly in-store, nearby or online. It also speeds up stocktaking by 80%, freeing up time for better customer care. This system is now available in all the Group's brands. 

The integrated stock management is operational in all our brands

The integrated stock management system SINT, fully operational across all the Group's brands, allows to fulfil customers' online orders both from store warehouses and online stockrooms, helping to shorten delivery times and enhance customer service. 

the full deployment and ongoing development of the Inditex Open Platform (IOP), a proprietary and unique operating system, makes possible many shopping features. Among them:

  • The ‘Store mode’ concept thanks to which the brands’ mobile apps and websites provide customers with new services such as the ability to consult store stocks in real time for online purchase and immediate collection, and pinpoint the precise location of a specific item within a given store.

  • The incorporation of virtual fitting rooms at Massimo Dutti and Zara Athleticz..

  • The returns consolidation service, which allows customers to group items from different orders into a single return within the returns and exchanges period.

  • Value-added customer services as same-day delivery and next-day delivery .

  • mobile payments, simplifying the purchase and returns process.

  • the removal of paper tickets for online orders.

  • Automated order delivery points, where shoppers can pick up orders placed online at their convenience. 

Social media is also proving to be a valuable opportunity for us to strengthen our relationship with our customers. We are delighted that our customers talk to us about everything from the latest trends to supply chain integrity, giving us the chance to explain our commitments to sustainability, society and the environment. The group currently has over 228 million followers in social media.