Your custom consumer experience report | Stord Mystery Shop

Mystery Shopping for Decor Steals

Take the mystery out of your consumer experience. Stord analyzed the entire pre-purchase through post-delivery experience for you and 2 of your competitors.

Orders were placed on September 14th and shipped to three locations across the United States (California, Texas and Georgia).

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PRE-PURCHASE

Your product details experience, in-cart experience, shipping options, and fees.

SHIPPING & TRACKING

The accuracy of your delivery date, communication, and overall quality.

POST-PURCHASE

Ease of communication and resolution for returns, missing, or damaged orders.

COMPETITOR ANALYSIS

We applied the same rigorous testing of over 250 different metrics to two of your competitors.

UNBOXING

The caliber of the packaging, branding, and inserts.

What We Looked For Decor Steals Cozy Earth Lush Decor
Inventory Availability
The average brands inventory accuracy rate is sometimes as low as 65%. Selling out of stock inventory can overwhelm your CX team. Accurate records and inventory of key products is crucial for sustainable conversions.
Express Checkout Options
Shipping Options
18-24% of consumers will abandon their cart because of slow shipping. Having clear, accurate, and numerous options put your customers in control and increase conversion.		 Flat Rate Ground, Ground Express, UPS 2nd Day Air, UPS Next Day Air Complimentary Shipping, FedEx 2 Day, FedEx Overnight
Delivery Promise
14% of consumers will never shop with a brand again if a delivery is late just once. Unclear promises can harm your brand as well. You must set clear expectations, ideally not showing the service level or the number of business days but rather the estimated date of arrival for the best experience.		 Up to 15 Days 5-8 Days 3-8 Business Days
How Much is Shipping?
47-60% of online shoppers will abandon their cart due to high shipping costs and fees. Accurately displaying these costs can help mitigate churn.		 $5.00 $7.99-$57.13 $0-$69.00
Free Shipping Threshold
62% of shoppers won't buy from a retailer if it doesn't offer free shipping. However, 47% of consumers will spend the minimum amount to get free shipping. This can be a great tool to drive greater sales and improve your consumer experience.		 N/A $100 $0
Shipment Protection
1.7 million packages are lost or stolen each day in the USA. Providing customers a way to protect and easily resolve exceptions can boost conversion and brand trust, turning a bad experience into a great one.

POST-Purchase Experience
Post-Purchase Email
Letting your customer know that their order has been received and in progress builds trust and confidence in your brand.
Post Purchase Text
Giving consumers the option to receive text messages and/or emails further builds trust in your brand.
Shipping Update Email
A shipping email with a tracking link and estimated delivery date presented in your branding is crucial. Shipment notification emails have a 91.4% open rate, so you cannot skip this.
Shipping Update Text
Many customers prefer text over email, so having this option is crucial as some 52% of customers prefer SMS marketing over email.
Delivery Tracking
Either incorporated into your email or supported on a separate portal, having extreme clarity here is key. Avoid confusion or fear by showing precisely what stage their order is at and when it will arrive.
Tracking Provider
Providing real-time updates on the progress of their order builds confidence and mitigates where is my order tickets to your CX team. The more you control this step vs push to the carrier the better		 USPS + FedEx USPS + DHL USPS
Delivery Promise vs. Actual Delivery
14% of online shoppers will abandon you completely if you deliver late just once. When you make that promise you need to not break it.

Overall Unboxing Experience

See details by destination

Delivery Timings

Decor Steals Cozy Earth Lush Decor
Point of Origin
The location where your inventory is stored and where the order was processed for delivery.		 Memphis, TN Hamilton, OH Avenel, NJ
Time of Order
When the order was submitted by your customer.		 Afternoon Afternoon Afternoon
Delivery Promise
Your stated delivery promise - when can you customer expect their order. This number is reflective of the extrapolated number of days promised by your specific delivery promise.		 Up to 15 Days 5-8 Days 3-8 Business Days
Click-to-ship Timing
When the carrier has officially received the order information.		 8 Days 3 Days 3 Days
Click-to-deliver Timing
When the carrier has officially delivered the order at your customer doorsteps.		 10 Days 4 Days 5 Days
Branded Box
52% of consumers are likely to repeat purchase if their delivery arrives in premium packaging.
Appropriate Packaging
Was the package the right size and style to efficiently and safely reach your customer?
Condition Of Packaging
The condition of the box or mailer when it arrived		 Poor
Your current system is yielding a negative brand association and damaging the likelihood of repeat purchases.		 Good
An above average execution but there is still potential improvements that could be made to enhance your consumer experience.		 Good
An above average execution but there is still potential improvements that could be made to enhance your consumer experience.
Order Accuracy
Where the products that were order properly picked and packed or did you send the wrong item(s)?
Condition Of Products
Were the products in good condition, unused, and ready for your customer to enjoy?		 Good
An above average execution but there is still potential improvements that could be made to enhance your consumer experience.		 Good
An above average execution but there is still potential improvements that could be made to enhance your consumer experience.		 Good
An above average execution but there is still potential improvements that could be made to enhance your consumer experience.
Samples / Inserts
Additional pieces to help build brand loyalty - stickers, special offers, or samples are common options.
Overall Unboxing Experience 31/55 43/55 40/55

Your Unboxing Video

Take a look at a real end consumer experience when unboxing your products at our Atlanta location. The packaging experience is an extension of your brand and needs to delight.

Long Delivery Time

18-24% of consumers will abandon their cart due to slow stated delivery promises.

Solution

An expansive offering of carriers allows for better selection and faster delivery with better unit economics.

Single Node Fulfillment

More days in transit and more expensive parcel zones to reach your end consumers. A single node grants simplicity of inventory but with potential huge downsides.

Solution

Strategically placed multinode fulfillment footprint means your products can be closer to your end consumers, reducing both the cost and the time it takes for your products to reach their end destination. Faster and cheaper with happier customers.

Damaged Product

Damaged packages make frustrated consumers prone to submitting expensive customer support tickets and online reviews.

Solution

Appropriate dunnage and parcel size can reduce the chance of damage, and portal to streamline the resolution process protects your consumer experience.

All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.