Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Nanit
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 8th 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 | Nanit | Hatch | Casper |
|---|---|---|---|
| Inventory Availability | |||
| Express Checkout Options | |||
| Shipping Options | Ground, Express | Standard Shipping, Expedited Shipping | UPS Standard Ground Shipping |
| Carbon Neutral Shipping | |||
| Delivery Promise | 3-7 Business Days | 5-7 Days | 2-8 Days |
| How Much is Shipping? | $4.99-$25.00 | $0-$3.00 | $0 |
| Free Shipping Threshold | $35 | $0 | $0 |
| Shipment Protection |
POST-PURCHASE EXPERIENCE
| Nanit | Hatch | Casper | |
|---|---|---|---|
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Shipping Update Text | |||
| Delivery Tracking | Tracking link from email never sent updates | ||
| Tracking Provider | SpeedX | Uni Uni + Veho | UPS |
| Delivery Promise vs. Actual Delivery |
Destination
- Pleasant Hill, CA
Shipped from: Montebello, CA
Delivery Promise: 3-7 Business Days
Delivery Timing: 4 Days - Austin, TX
Shipped from: Montebello, CA
Delivery Promise: 3-7 Business Days
Delivery Timing: 4 Days - Atlanta, GA
Shipped from: Linden, NJ
Delivery Promise: 3-7 Business Days
Delivery Timing: 3 Days
| Nanit | Hatch | Casper | |
|---|---|---|---|
| Point of Origin | Montebello, CA | Los Angeles, CA | Riverside, CA |
| Time of Order | Afternoon | Afternoon | Afternoon |
| Delivery Promise | 3-7 Business Days | 5-7 Days | 2-8 Days |
| Click-to-deliver Timing | 4 Days | 2 Days | 3 Days |
| Branded Box | |||
| Appropriate Packaging | |||
| Condition Of Packaging | Poor | Good | Good |
| Order Accuracy | |||
| Condition Of Products | Average | Good | Good |
| Samples / Inserts | |||
| Overall Unboxing Experience | 30/55 | Good | Good |
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.
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.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.