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Speedy Resolution

We should always look for ways to provide the fastest solution to a customer issue, by offering a range of alternatives for them to choose from.

We should always look for ways to provide the fastest solution to a customer issue, by offering a range of alternatives for them to choose from.

If the customer has had a negative experience, we should look at ways to solve a customer issue faster (but still with quality).  

There are 3 key principles IKEA must follow to be able to build the trust in our customers again: 

  1. Order orchestration is mandatory and must also apply to resolution scenarios.​ 

  1. Offering speedy fulfilment is key in achieving first contact resolution for after-sales orders. 

  1. We should work with our customer to provide the best solution for them e.g., offering an alternative product, refund or collect from store (with compensation).​ 

At IKEA we believe there is an importance of having a great change of mind policy to not lose a lifetime customer over one product return. Our Change of Mind policy can be a differentiating factor between us and our competitors, and an important aspect that customers reflect on when considering shopping at IKEA. By changing our ways of working IKEA will continue to have a returning customer.  

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