Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Mattel Creations
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 3rd, 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 | Mattel Creations | Playmobil | Lego |
|---|---|---|---|
| Inventory Availability | Low Stock | ||
| Express Checkout Options | Limited Options | ||
| Shipping Options | Standard, Two Day, Next Day | Standard, Express | Standard, Next Day |
| Delivery Promise | 10-14 Business Days | 7-10 Business Days | 3-5 Business Days |
| How Much is Shipping? | $8.00-$31.00 | $5.00-$15.75 | $6.95-$14.95 |
| Free Shipping Threshold | N/A | $50 | $35 |
| Shipment Protection |
POST-PURCHASE EXPERIENCE
| Mattel Creations | Playmobil | Lego | |
|---|---|---|---|
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Shipping Update Text | |||
| Delivery Tracking | |||
| Tracking Provider | USPS + FedEx | UPS | UPS + Amazon Shipping |
| Delivery Promise vs. Actual Delivery |
Overall Unboxing Experience
| Mattel Creations | Playmobil | Lego | |
|---|---|---|---|
| Point of Origin | San Bernardino, CA | Monroe Township, NJ | San Bernardino, CA |
| Time of Order | Morning | Morning | Morning |
| Delivery Promise | 10-14 Business Days | 7-10 Business Days | 3-5 Business Days |
| Click-to-ship Timing | Next Day | Next Day | Next Day |
| Click-to-deliver Timing | 5 Days | 8 Days | 2 Days |
| Branded Box | Purposefully not visible from exterior | ||
| Appropriate Packaging | |||
| Condition Of Packaging | Average | Average | Average |
| Order Accuracy | |||
| Condition Of Products | |||
| Samples / Inserts | |||
| Overall Unboxing Experience | 34/55 | 34/55 | 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.
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.
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.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.