Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Embark
Take the mystery out of your consumer experience. Stord analyzed the entire pre-purchase and 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).
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
| What We Looked For | The Pet Lab Co | The Pet Lab Co | Pet Honesty |
|---|---|---|---|
| Inventory Availability | |||
| Express Checkout Options | Limited Options | ||
| Shipping Options | SelectShip, USPS Priority Mail, UPS Ground | Standard | Standard, USPS Priority Mail |
| Carbon Neutral Shipping | |||
| Delivery Promise | 5-7 Business Days | 3-5 Business Days | 4-8 Days |
| How Much is Shipping? | $0-$20.00 | $4.99 | $4.99-$10.64 |
| Free Shipping Threshold | $0 | $60 | $50 |
| Shipment Protection |
POST-Purchase Experience
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Delivery Tracking | |||
| Tracking Provider | DHL + UniUni | Cirro + UniUni | DHL |
| Delivery Promise vs. Actual |
Overall Unboxing Experience
| Embark | The Pet Lab Co | Pet Honesty | |
|---|---|---|---|
| Point of Origin | Fremont, CA | Chattanooga, TN | Harvard, IL |
| Time of Order | Afternoon | Morning | Morning |
| Delivery Promise | 5-7 Business Days | 3-5 Business Days | 4-8 Days |
| Click-to-deliver Timing | 9 Days | 2 Days | 3 Days |
| Branded Box | |||
| Appropriate Packaging | |||
| Condition Of Packaging | Good | Good | Good |
| Order Accuracy | |||
| Condition Of Products | Good | Average | Good |
| Samples / Inserts | |||
| Overall Unboxing Experience | 28/55 | 45/55 | 43/55 |
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.
Ineffective Packaging
Most packages include 40% wasted space leaving brands paying for more dunnage and increasing their shipping fees. A overly large and unbranded box will lower the consumer experience and damage your brand sentiment.
Solution
Custom packaging designed specifically for your products based on your kitting or most common orders reduces dunnage and needless carrier costs while improving the consumer unboxing experience.
Missed Delivery Promise
14% of consumers will abandon shopping with a retailer completely if they receive a late delivery just once.
Solution
Implement intelligent rate and carrier shopping to ensure orders arrive on-time at the best cost to delight your customers and your bottom line.
Missing Inserts
No packaging slip or promotional inserts makes the unboxing experience feel careless. Missed opportunity to earn repeat business through quality of service.
Solution
Custom branded inserts and packaging slip creates a sense of professionalism and maximizes the positive impact your brand has during the unboxing experience.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.