Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Portland Leather
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 August 31st, 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 | Portland Leather | Amberjack | Leatherology |
|---|---|---|---|
| Inventory Availability | |||
| Express Checkout Options | |||
| Shipping Options | "Best Rate", "A Bit Faster", "Fastest" | Standard Shipping, Express Shipping, 2-Day Air Shipping, Overnight Shipping | Economy, Standard, Priority |
| Carbon Neutral Shipping | |||
| Delivery Promise | 2-6 Business Days | 3-7 Days | 8-11 Days |
| How Much is Shipping? | $5.95-$29.95 | $6.00-$55.00 | $7.00-$25.00 |
| Free Shipping Threshold | N/A | $85 (Promises Free US Shipping, $85 Threshold Seems to be Implemented) | $125 |
| Shipment Protection |
POST-Purchase Experience
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Shipping Update Text | |||
| Delivery Tracking | Tracking links from emails don't work but tracking numbers can be pasted into GOFO's tracking website | ||
| Tracking Provider | Gofo | OSM + DHL + Amazon Shipping | DHL |
| Delivery Promise vs. Actual Delivery |
Overall Unboxing Experience
| Portland Leather | Amberjack | Leatherology | |
|---|---|---|---|
| Point of Origin | Lewisville, TX | Glendale Heights, IL | Irving, TX |
| Time of Order | Morning | Morning | Morning |
| Delivery Promise | 2-6 Business Days | 3-7 Days | 8-11 Days |
| Click-to-ship Timing | 2 Days | 4 Days | 2 Days |
| Click-to-deliver Timing | 4 Days | 7 Days | 5 Days |
| Branded Box | |||
| Appropriate Packaging | |||
| Condition Of Packaging | Average | Good | Average |
| Order Accuracy | |||
| Condition Of Products | Good | Good | Good |
| Samples / Inserts | |||
| Overall Unboxing Experience | 33/55 | 40/55 | 43/55 |
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.
Order Status Visibility
Missing or unclear visibility into the status of orders leading to confusion and loss of confidence.
Solution
Automated real-time updates on orders - received through delivery - with tracking and exceptions portal.
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.
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.