Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Paige
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 | Paige | Frame | Allsaints |
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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 | |||
| 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. |
Economy, Express | FedEx Ground Shipping, FedEx 3 Day Shipping, FedEx Overnight Shipping | Standard, 3 Day, Express |
| 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, ideally not showing the service level or the number of business days but rather the estimated date of arrival for the best experience. |
5-7 Business Days | 3-7 Days | 2-10 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. |
$0-$25.00 | $0-$30.00 | $7.95-$24.95 |
| 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. |
$0 | $0 | $100 |
| 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 | FedEx | FedEx + UPS |
| 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
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.
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.
Missed Delivery Promise
14% of consumers will abandon shopping with a retailer completely if they receive a late delivery just once.
Solution
Implement intelligent rate and carrier shopping to ensure orders arrive on-time at the best cost to delight your customers and your bottom line.
Limited Carrier Network
Using one or a small number of carriers leaves you exposed to drastic general rate increases, limited service level options, and diminished special services for specific product types.
Solution
Stord's massive network of local and national parcel carriers unlocks intelligent selection of the right carrier based on cost and delivery date. Protect your margins while ensuring you hit your promised delivery date without sacrificing quality.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.