Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Threadless
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 24th, 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
| What We Looked For | Threadless | 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. |
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| 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. |
Economy, Postal, Fast, Faster, Fastest | 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. |
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| 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. |
7-14 Business Days | 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. |
$3.99-$28.59 | $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. |
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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 is crucial. Shipment notification emails have a 91.4% open rate, so you cannot skip this. |
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| 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. |
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| 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. |
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| 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 |
Easypost on shipping label, tracking not provided | 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. |
Overall Unboxing Experience
Destination
Atlanta, GA
Shipped from: Assuming point of origin is Elk Grove Village, IL from shipping label
Delivery Promise: 7-14 Business Days
Delivery Timing: 9 Days
Austin, TX
Shipped from: Assuming point of origin is Elk Grove Village, IL from shipping label
Delivery Promise: 7-14 Business Days
Delivery Timing: 9 Days
Pleasant Hill, CA
Shipped from: Assuming point of origin is Elk Grove Village, IL from shipping label
Delivery Promise: 7-14 Business Days
Delivery Timing: 9 Days
| Threadless | FanGamer | JapanLA | |
|---|---|---|---|
| Point of Origin The location where your inventory is stored and where the order was processed for delivery. |
Tracking Not Provided. Assuming point of origin is Elk Grove Village, IL from shipping label | 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. |
7-14 Business Days | Within 4 Days | 2-5 Business Days |
| Click-to-ship Timing When the carrier has officially received the order information. |
3 Days | 6 Days | 2 Days |
| Click-to-deliver Timing When the carrier has officially delivered the order at your customer doorsteps. |
9 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. |
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| Appropriate Packaging Was the package the right size and style to efficiently and safely reach your customer? |
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| Condition Of Packaging The condition of the box or mailer when it arrived |
Good An above average execution but there is still potential improvements that could be made to enhance your consumer experience. |
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)? |
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| 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. |
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| Overall Unboxing Experience | 30/55 | 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.
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.
Broken Tracking Information
Broken tracking link leads to confusion and lack of trust. No timing or clarity, only concerns and potential customer service tickets.
Solution
Having complete transparency for customers featuring comprehensible updates earns trust and prevents confusion and anxiety.
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.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.