When I started this blog, I asked my readers, "Are you happy with your Indochino suit?". More than 60 people answered and a vast majority seems to be quite happy with their suits. 29,5% thought it was just perfect, 45,9% were happy after some alterations (up to 75$ reimbursed by Indochino). This leaves the 24,6% whose expectations were not met for one reason or another.
Depending on how you look at the data you might draw different conclusions. First of all, my little survey is surely not representative for Indochino, it might however give some indications. The number of 25% who were not quite so satisfied with their suit, seems rather high, but it's safe to assume they got a full refund and didn't experience any financial losses. According to a blog comment Kylie Vucko posted back in 2008, Indochino's overall return rate is (was) 3% (compared to 17% industry average), so that shows a bit of a different picture. Obviously, not everyone who stated that his expectations were not met , returned the suit back.
Whatever your interpretation is, I think we clearly see that Indochino overall is doing a good job with 75% satisfaction. I'd be interested in what causes people to be unsatisfied with the suits - wrong expectations are just one possibility.
