Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Playmobil
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).
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 | Playmobil | Mattel Creations | Lego |
|---|---|---|---|
| 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 | Limited 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. |
Standard, Express | Standard, Two Day, Next Day | Standard, Next Day |
| 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. |
7-10 Business Days | 10-14 Business Days | 3-5 Business 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. |
$5.00-$15.75 | $8.00-$31.00 | $6.95-$14.95 |
| Free Shipping Threshold 62% of shoppers won't buy from a retailer if it doesn't offer free shipping. |
$50 | N/A | $35 |
| 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
| Playmobil | Mattel Creations | Lego | |
|---|---|---|---|
| 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. |
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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 Either incorporated into your email or supported on a separate portal, having extreme clarity here is key. |
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| Tracking Provider Providing real-time updates on the progress of their order builds confidence. |
UPS | USPS + FedEx | UPS + Amazon Shipping |
| Delivery Promise vs. Actual Delivery 14% of online shoppers will abandon you completely if you deliver late just once. |
OVERALL UNBOXING EXPERIENCE
Destination
Pleasant Hill, CA
Shipped from: Monroe Township, NJ
Delivery Promise: 7-10 Business Days
Delivery Timing: 8 Days
Destination
Austin, TX
Shipped from: Monroe Township, NJ
Delivery Promise: 7-10 Business Days
Delivery Timing: 6 Days
Destination
Atlanta, GA
Shipped from: Monroe Township, NJ
Delivery Promise: 7-10 Business Days
Delivery Timing: 6 Days
| Playmobil | Mattel Creations | Lego | |
|---|---|---|---|
| Point of Origin The location where your inventory is stored. |
Monroe Township, NJ | San Bernardino, CA | San Bernardino, CA |
| Time of Order When the order was submitted by your customer. |
Morning | Morning | Morning |
| Delivery Promise Your stated delivery promise. |
7-10 Business Days | 10-14 Business Days | 3-5 Business Days |
| Click-to-ship Timing When the carrier has officially received the order information. |
Next Day | Next Day | Next Day |
| Click-to-deliver Timing When the carrier has officially delivered the order. |
8 Days | 5 Days | 2 Days |
| Branded Box 52% of consumers are likely to repeat purchase if their delivery arrives in premium packaging. |
Purposefully not visible from exterior | ||
| Appropriate Packaging Was the package the right size and style? |
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| Condition Of Packaging The condition of the box or mailer. |
Average | Average | Average |
| Order Accuracy Were the products that were ordered properly picked and packed? |
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| Condition Of Products Were the products in good condition, unused? |
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| Samples / Inserts Additional pieces to help build brand loyalty. |
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| Overall Unboxing Experience | 34/55 | 34/55 | 43/55 |