Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for King Kanine
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 August 18th, 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
| What We Looked For | King Kanine | Benebone | Pet Honesty |
|---|---|---|---|
| Pre-Purchase Experience | |||
| 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. |
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| Express Checkout Options | Limited 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. |
Standard USPS, UPS Ground, UPS 2nd Day Air, UPS Next Day Air Saver | Ground Shipping, UPS 3 Day Select, UPS 2nd Day Air, UPS Next Day Air Saver | Standard, USPS Priority Mail |
| Carbon Neutral Shipping 65% of shoppers have said they want buy from brands that advocate for sustainability. Being transparent with your efforts to combat climate change can reduce friction in the checkout process. |
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| 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. |
5-7 Business Days | 3-4 Business Days | 4-8 Days |
| How Much is Shipping? 47-60% of online shoppers will abandon their cart due to high shipping costs and fees. |
$7.99-$65.53 | $7.99-$46.07 | $4.99-$10.64 |
| Free Shipping Threshold 62% of shoppers won't buy from a retailer if it doesn't offer free shipping. |
$100 | $30 | $50 |
| 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. |
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| Post Purchase Text Giving consumers the option to receive text messages and/or emails further builds trust in your brand. |
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| Shipping Update Email A shipping email with a tracking link and estimated delivery date presented in your branding is crucial. |
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| Shipping Update Text Many customers prefer text over email, so having this option is crucial. |
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| Delivery Tracking Having extreme clarity here is key. |
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| 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. |
UPS + USPS | UPS | DHL |
| Delivery Promise vs. Actual Delivery 14% of online shoppers will abandon you completely if you deliver late just once. |
Overall Unboxing Experience
Destination
| Point of Origin The location where your inventory is stored and where the order was processed for delivery. |
Miami Gardens, FL | Batavia, NY | Harvard, IL |
| Time of Order When the order was submitted by your customer. |
Morning | Morning | Morning |
| Delivery Promise Your stated delivery promise - when can you customer expect their order. |
5-7 Business Days | 3-4 Business Days | 4-8 Days |
| Click-to-deliver Timing When the carrier has officially delivered the order at your customer doorsteps. |
7 Days | 7 Days | 7 Days |
| Branded Box 52% of consumers are likely to repeat purchase if their delivery arrives in premium packaging. |
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| Appropriate Packaging Was the package the right size and style to efficiently and safely reach your customer? |
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| Condition Of Packaging The condition of the box or mailer when it arrived |
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. |
| Order Accuracy Where the products that were order properly picked and packed or did you send the wrong item(s)? |
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| 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. |
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| Overall Unboxing Experience | 37/55 | 40/55 | 37/55 |
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.
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.
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.
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.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.