## 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. | | | |
| **Post Purchase Text**
Giving consumers the option to receive text messages and/or emails further builds trust in your brand. | | | |
| **Shipping Update Email**
A shipping email with a tracking link and estimated delivery date presented in your branding. | | | |
| **Shipping Update Text**
Many customers prefer text over email, so having this option is crucial. | | | |
| **Delivery Tracking**
Either incorporated into your email or supported on a separate portal, having extreme clarity here is key. | | | |
| **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? | | | |
| **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? | | | |
| **Condition Of Products**
Were the products in good condition, unused? | | | |
| **Samples / Inserts**
Additional pieces to help build brand loyalty. | | | |
| **Overall Unboxing Experience** | 34/55 | 34/55 | 43/55 |