Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Quay
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 1st, 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 | Quay | goodr | Shady Rays |
|---|---|---|---|
| Inventory Availability | |||
| Express Checkout Options | |||
| Shipping Options | Standard, Express | Standard, Priority | Standard, Rush 3 Day. Rush 2 Day |
| Carbon Neutral Shipping | |||
| Delivery Promise | 5-7 Business Days | Less than 5 Days | 5-7 Business Days |
| How Much is Shipping? | $7.00-$20.00 | $5.00-$20.00 | $17-$22 |
| Free Shipping Threshold | $75 | $60 | $60 |
| Shipment Protection |
POST-PURCHASE EXPERIENCE
| Quay | goodr | Shady Rays | |
|---|---|---|---|
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Shipping Update Text | |||
| Delivery Tracking | |||
| Tracking Provider | OnTrac | Uni Uni & Door Dash | Shop |
| Delivery Promise vs. Actual Delivery |
OVERALL UNBOXING EXPERIENCE
Destination
Pleasant Hill, CA
Shipped from: Henderson, NV
Delivery Promise: 5-7 Business Days
Delivery Timing: 4 Days
Austin, TX
Shipped from: Henderson, NV
Delivery Promise: 5-7 Business Days
Delivery Timing: 6 Days
Atlanta, GA
Shipped from: Henderson, NV
Delivery Promise: 5-7 Business Days
Delivery Timing: 8 Days
| Quay | goodr | Shady Rays | |
|---|---|---|---|
| Point of Origin | Henderson, NV | Los Angeles, CA | Simpsonville, KY |
| Time of Order | Morning | Morning | Morning |
| Delivery Promise | 5-7 Business Days | Less than 5 Days | 5-7 Business Days |
| Click-to-ship Timing | 3 Days | Next Day | 2 Days |
| Click-to-deliver Timing | 4 Days | 2 Days | 6 Days |
| Branded Box | |||
| Appropriate Packaging | |||
| Condition Of Packaging | Average | Good | Good |
| Order Accuracy | |||
| Condition Of Products | |||
| Samples / Inserts | |||
| Overall Unboxing Experience | 34/55 | Good | Good |
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.
Single Node Fulfillment
More days in transit and more expensive parcel zones to reach your end consumers. A single node grants simplicity of inventory but with potential huge downsides.
Solution
Strategically placed multinode fulfillment footprint means your products can be closer to your end consumers, reducing both the cost and the time it takes for your products to reach their end destination. Faster and cheaper with happier customers.
Ineffective Packaging
Most packages include 40% wasted space leaving brands paying for more dunnage and increasing their shipping fees. An overly large and unbranded box will lower the consumer experience and damage your brand sentiment.
Solution
Custom packaging designed specifically for your products based on your kitting or most common orders reduces dunnage and needless carrier costs while improving the consumer unboxing experience.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.
Schedule time to dig deeper into your data.