CUSTOMER SURVEY
FALL-WINTER 2021/22
At CANDIDE, our community is our priority and our goal is to meet our customers' expectations through every aspect of our products and services.
To help us achieve this, we sent satisfaction surveys to 100% of our e-commerce customers throughout the 21/22 winter season. All the respondents over this period were able to freely share their opinion in order to help us identify areas for improvement for the future.
We are extremely grateful to our community for their commitment and the quality of their feedback on CANDIDE.
In a process of transparency, we openly share the results of our surveys to allow anyone to easily access the feedback of our customers.
SURVEY RESULTS
93% of our customers were satisfied with the products they ordered and considered that the products fully met their expectations.
94% of our customers praised our delivery services, after receiving their order quickly and without difficulty.
Over 91% of our customers declared that they would buy CANDIDE items again after receiving their first order.
90% of our customers declared that they would recommend CANDIDE to their friends.
CUSTOMERS SATISFACTION HIGHLIGHTS
Our customers have generally been satisfied with the products they have ordered, in particular through their quality, their raw and timeless design, their eco-friendly fabrics and their reliability.
The fit and style of our products have also been acclaimed for their notable freeski look, which is highly regarded within our community.
Our delivery service is the aspect that has been most recognized by our customers, for its efficiency and reliability.
Finally, our customer service was also warmly complimented for its availability, understanding and efficiency. This point particularly pleases us, because ensuring that any request or issue you encounter is solved as soon as possible is one of top our priorities.
CUSTOMERS CHALLENGES HIGHLIGHTS
Our products and colour range are considered too shallow currently compared to our customers' expectations. In response to this we have worked to develop our range in order to provide our customers with a greater diversity of products.
The absence of a guarantee system on our products has created some frustration among some of our customers or prospects. In response to this, in agreement with the production teams, we have implemented a 5-year repair warranty on all of our technical products.
Our original “oversize” sizing turned out to mislead some of our customers and created difficulties in identifying the right size. In response to this we have adjusted the sizing of our next collection to match the industry standard better.
Product Satisfaction
SATISFACTION FROM RANGES AND COLORS
EFFICIENCY OF THE SHIPPING PROCESS
CONFORMITY TO EXPECTATIONS
TENDENCY TO RECOMMEND THE BRAND
TENDENCY TO PURCHASE THE BRAND AGAIN
