## 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.