Your custom consumer experience report | Stord Mystery Shop

Mystery Shopping for Sideshow

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 14th, 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 Sideshow FanGamer JapanLA
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.
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.		 Standard Standard USPS Ground Advantage, USPS Priority Mail
Carbon Neutral Shipping

65% of shoppers have said they want buy from brands that advocate for sustainability. Being transparent with your efforts to combat climate change can reduce friction in the checkout process.
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.		 No Promise Within 4 Days Within 4 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.		 $10.04 $4.65-$6.08 $6.97-$14.48
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.		 N/A N/A N/A
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.
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 is crucial. Shipment notification emails have a 91.4% open rate, so you cannot skip this.
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.
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.
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 USPS USPS
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.		 N/A

OVERALL UNBOXING EXPERIENCE

Destination

Sideshow FanGamer JapanLA
Point of Origin

The location where your inventory is stored and where the order was processed for delivery.		 Sylmar, CA Tucson, AZ Los Angeles, CA
Time of Order

When the order was submitted by your customer.		 Morning Morning Morning
Delivery Promise

Your stated delivery promise - when can you customer expect their order. This number is reflective of the extrapolated number of days promised by your specific delivery promise.		 No Promise Within 4 Days 2-5 Business Days
Click-to-ship Timing

When the carrier has officially received the order information.		 Next Day 6 Days 2 Days
Click-to-deliver Timing

When the carrier has officially delivered the order at your customer doorsteps.		 4 Days 13 Days 7 Days (5 Business Days)
Branded Box

52% of consumers are likely to repeat purchase if their delivery arrives in premium packaging.
Appropriate Packaging

Was the package the right size and style to efficiently and safely reach your customer?
Condition Of Packaging

The condition of the box or mailer when it arrived		 Average

You have met the industry standard, but remember 70.19% of shoppers abandon their carts. To outperform the competition you must be well above average.		 Average

You have met the industry standard, but remember 70.19% of shoppers abandon their carts. To outperform the competition you must be well above average.		 Average

You have met the industry standard, but remember 70.19% of shoppers abandon their carts. To outperform the competition you must be well above average.
Order Accuracy

Where the products that were order properly picked and packed or did you send the wrong item(s)?
Condition Of Products

Were the products in good condition, unused, and ready for your customer to enjoy?		 Good

An above average execution but there is still potential improvements that could be made to enhance your consumer experience.		 Good

An above average execution but there is still potential improvements that could be made to enhance your consumer experience.		 Good

An above average execution but there is still potential improvements that could be made to enhance your consumer experience.
Samples / Inserts

Additional pieces to help build brand loyalty - stickers, special offers, or samples are common options.
Overall Unboxing Experience 35/55 Average

You have met the industry standard, but remember 70.19% of shoppers abandon their carts. To outperform the competition you must be well above average.		 Average

You have met the industry standard, but remember 70.19% of shoppers abandon their carts. To outperform the competition you must be well above average.

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.

No 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.

Expensive Shipping

47% - 60% of online shoppers will abandon their cart due to higher shipping costs and fees.

Solution

Offering free shipping, or order value-based free shipping, can dramatically boost conversions and revenue.

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.

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.