Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Lego
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 June 24th, 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 | Lego | Playmobil | Mattel Creations |
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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. |
Low Stock | ||
| 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, Next Day | Standard, Express | Standard, Two Day, Next Day |
| 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. |
3-5 Business Days | 7-10 Business Days | 10-14 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. |
$6.95-$14.95 | $5.00-$15.75 | $8.00-$31.00 |
| 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. |
$35 | $50 | N/A |
| 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. Shipment notification emails have a 91.4% open rate, so you cannot skip this. |
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| 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. |
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| 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. |
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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. The more you control this step vs push to the carrier the better |
UPS + Amazon Shipping | UPS | USPS + FedEx |
| 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
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.