Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Express
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 9th, 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.
See your custom unboxing video
| What We Looked For | Express | Good American | Allsaints |
|---|---|---|---|
| Inventory Availability | |||
| Express Checkout Options | |||
| Shipping Options | Standard, Second Day, Overnight | Standard, Ground, Expedited | Standard, 3 Day, Express |
| Carbon Neutral Shipping | |||
| Delivery Promise | 5-7 Business Days | 5-8 Days | 2-10 Days |
| How Much is Shipping? | $8.00-$21.00 | $7.00-$25.00 | $7.95-$24.95 |
| Free Shipping Threshold | $75 | N/A | $100 |
| Shipment Protection |
POST-Purchase Experience
| Express | Good American | Allsaints | |
|---|---|---|---|
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Shipping Update Text | |||
| Delivery Tracking | |||
| Tracking Provider | USPS | USPS + UPS + FedEx | FedEx + UPS |
| Delivery Promise vs. Actual Delivery |
Overall Unboxing Experience
See details by destination
| Destination | Shipped from | Delivery Promise | Delivery Timing |
|---|---|---|---|
| Atlanta, GA | Hebron, KY | 5-7 Business Days | 6 Days |
| Austin, TX | Hebron, KY | 5-7 Business Days | 6 Days |
| Pleasant Hill, CA | Hebron, KY | 5-7 Business Days | 6 Days |
| Express | Good American | Allsaints | |
|---|---|---|---|
| Point of Origin | Hebron, KY | Phoenix, AZ | Hodgkins, IL |
| Time of Order | Afternoon | Afternoon | Afternoon |
| Delivery Promise | 5-7 Business Days | 5-8 Days | 2-8 Days |
| Click-to-ship Timing | 3 Days | Same Day | Next Day |
| Click-to-deliver Timing | 6 Days | 4 Days | 7 Days |
| Branded Box | |||
| Appropriate Packaging | |||
| Condition Of Packaging | Average | Good | Average |
| Order Accuracy | |||
| Condition Of Products | Good | Average | Good |
| Samples / Inserts | |||
| Overall Unboxing Experience | 36/55 | Good | Average |
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.
Expensive Shipping
47% - 60% of online shoppers will abandon their cart due to higher shipping costs and fees.
Solution
Offering free shipping, or order value-based free shipping, can dramatically boost conversions and revenue.
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.
Limited Carrier Network
Using one or a small number of carriers leaves you exposed to drastic general rate increases, limited service level options, and diminished special services for specific product types.
Solution
Stord's massive network of local and national parcel carriers unlocks intelligent selection of the right carrier based on cost and delivery date. Protect your margins while ensuring you hit your promised delivery date without sacrificing quality.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.