How Faslet Improved Returns and Shopping Confidence for The Sting

Introduction

In this case study, we explore how Faslet's technology helped The Sting achieve measurable results by offering shoppers size advice. We measured the impact of offering size advice to see what are the outcomes related to return rates and multiple size purchases for online shoppers on The Sting website.

About The Sting

The Sting is a renowned Dutch fashion retail chain, founded in 1982 with its first store in Tilburg. Inspired by the classic 1973 film "The Sting," the brand embodies a spirit of boldness, humor, and confidence. Over the years, The Sting has grown to include more than 50 stores across the Netherlands and Belgium. The company operates under several labels, including Costes, Cotton Club, and Distrikt Nørrebro. 

The challenge

While The Sting’s physical stores and online channels have demonstrated success, the company seeks to enhance its customer experience and improve their online shopping experience. One major concern is reducing product returns, which are costly and environmentally taxing. Additionally, the prevalence of customers purchasing multiple sizes due to uncertainty about fit leads to inefficiencies and dissatisfaction. To address these issues, The Sting needed a partner to provide a scalable, sustainable solution that would increase customer trust and streamline the shopping experience.

Solution

We therefore conducted an A/B test with The Sting to evaluate the impact of Faslet's smart sizing solution on their return rates, multiple sizes orders and customer satisfaction. The test involved two distinct groups: one using the traditional sizing method and the other utilizing our advanced size recommendation tool. The objective was to measure the difference in return rates, particularly due to sizing issues, and to assess overall customer satisfaction with the shopping experience. This controlled approach allowed The Sting to measure Faslet’s tangible impact on key business outcomes.

Results

The implementation of Faslet had significative results:

• Decrease in Returns: Customers using the Faslet tool returned items 6% less frequently compared to those who did not use it.
• Reduction in Multi-Size Purchases: The number of customers buying multiple sizes decreased by 13%, indicating increased trust in selecting the correct size.
• Improved Customer Trust: Shoppers displayed greater confidence in their purchase decisions, as reflected by the reduced tendency to over-order.

These outcomes not only improved operational efficiency but also contributed to The Sting’s sustainability objectives by reducing waste and lowering the carbon footprint associated with returns.