HDS guarantees 100% customer satisfaction. HDS would issue a Return Authorization for any garment or product that was damaged/defective or shipped incorrectly. HDS would replace the item at no charge and pay for return shipping. If the customer wanted to exchange an item for another size, the customer would be responsible for shipping charges.
HDS has developed a quality control process that ensures we meet our clients’ expectations. Discrepancies are documented, corrected and shared with the supplier both immediately and in a quarterly supplier performance review. Suppliers with a poor history of shipping accuracy and timeliness are asked to submit a corrective action plan. Failure to correct these performance issues may result in partial or total loss of business.
Every order shipped contains a business reply survey card requesting the recipient to rate our performance and return the card to HDS. The card is designed to gain input on product quality, price and overall service. The results of these surveys and accompanying comments are used throughout the company to maintain and improve our performance.
The results of this feedback are maintained on a separate database (sorted by client) and provided for inspection upon request or during regular performance reviews between the client and HDS.
Customer Service Index
HDS provides our clients with an ongoing measurement of performance determined by standards for on-time shipment, item availability, product quality, fulfillment accuracy, customer service responsiveness and returns responsiveness. A semi-annual survey is mailed to a random selection of clients to help develop this index as it relates to our performance.
Monthly Monitoring of Returns and Exchanges
To pinpoint problem areas, all customer returns and exchanges are logged by “reason for return” and reported monthly to the account management team and inventory managers. Trends in quality and overall customer perception are noted and action is taken to eliminate areas of ongoing concern.
Clients can be surveyed on a quarterly or semi-annually basis via a telemarketing effort to determine the level of satisfaction with the current product and service provided by HDS. Information requested includes a rating on the customer satisfaction team, responsiveness to special requests, product quality and variety, recommendations of merchandise for future catalogs (stores), service level of the account management team, etc.
Quarterly Business Review
HDS Marketing also has a client satisfaction survey program. We encourage customers to join us in a formal Quarterly Business Review of their programs. We ask for honest, direct input and develop corrective action plans when expectations are not being met.