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Apr 21, 2021
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Scots hosiery retailer Snag is highest-rated on Truspilot

Apr 21, 2021

Size-inclusive hosiery firm Snag has been rated the most trusted fashion retailer in the UK on the Trustpilot website.

Using customers as campaign models has boosted hosiery retailer Snag's sales

The Edinburgh-based start-up has recorded an overall trust score of 4.9 out of 5, receiving over 38,000 ‘excellent’ ratings, the highest-rated UK fashion retailer on the customer review platform, it said.

Founder and CEO Brie Read attributed the brand's success to its authenticity: "Unlike some fashion brands, we're not just size-inclusive when it's convenient. We make comfortable, affordable tights to fit all body types from size 4 to 36".

Snag, which uses real customers rather than professional models in its campaigns, is expected to reach £40 million in turnover this year, despite significant challenges caused by Covid-19. 

However the company, which currently sells in 82 countries including the UK, US, Canada and Australia, saw sales declining by 75% at the start of the pandemic, which it attributes to a sharp fall in demand for dresses and, consequently, tights. 

Snag responded with the launch of an 'SOS' voucher scheme, which generated £1.25 million in sales from 10,000 customers in five days. 

"We saw that as a ringing endorsement of our brand", Brie said. "The fact that so many people rushed to support us when times were tough says a lot about our relationship with our customers, and the trust that they have in us".

With sales set to recover to pre-pandemic levels, the brand now has plans for product expansion, with a new line of leggings already launched and a range of sustainable swimwear, T-shirts and skirts in the works.

This expansion will see Snag aiming to balance growth with authenticity: "With high-growth, there's a risk that you lose sight of your original purpose”, adds Brie. 

"Companies can get so big so quickly that they forget their values. That just wouldn't work out for Snag. The connection we have with our customers is one of the major reasons they keep coming back. It is so important to us that we keep their trust as we grow”. 

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