Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Naturium
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 | Naturium | Avène | The Ordinary |
|---|---|---|---|
| Inventory Availability The average brand's 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 | |||
| Shipping Options 18-24% of consumers will abandon their cart because of slow shipping. Having clear, accurate, and numerous options puts your customers in control and increases conversion. |
Standard, Express | Standard Ground | Standard |
| Carbon Neutral Shipping 65% of shoppers have said they want to 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. You must set clear expectations. |
3-4 Business Days | 3-5 Days | 3-6 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. |
$7.50-$12.99 | $0-$6.00 | $4.99 |
| 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. |
$40 | $0 | $25 |
| 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. |
POST-PURCHASE EXPERIENCE
| Post-Purchase Email Letting your customer know that their order has been received 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. Avoid confusion by showing precisely what stage their order is at. |
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| Tracking Provider Providing real-time updates on the progress of their order builds confidence. |
Gofo + Better Trucks | UPS | DHL |
| Delivery Promise vs. Actual Delivery 14% of online shoppers will abandon you completely if you deliver late just once. |
OVERALL UNBOXING EXPERIENCE
| Naturium | Avène | The Ordinary | |
|---|---|---|---|
| Point of Origin The location where your inventory is stored. |
Carteret, NJ | Avenel, NJ | Moonachie, NJ |
| Time of Order When the order was submitted by your customer. |
Afternoon | Afternoon | Afternoon |
| Delivery Promise Your stated delivery promise. |
3-4 Business Days | 3-5 Days | 3-6 Days |
| Click-to-deliver Timing When the carrier has officially delivered the order. |
3 Days | 5 Days | 6 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 right size and style? |
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| Condition Of Packaging The condition of the box or mailer when it arrived. |
Average | Good | Average |
| Order Accuracy Were the products properly picked and packed? |
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| Condition Of Products Were the products in good condition, unused, and ready for your customer? |
Good | Good | Good |
| Samples / Inserts Additional pieces to help build brand loyalty. |
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| Overall Unboxing Experience | 35/55 | Average | Average |
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 reduces dunnage and needless carrier costs while improving the consumer unboxing experience.
Missing Inserts
No packaging slip or promotional inserts makes the unboxing experience feel careless, which is a 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.