## Mystery Shopping for Tilly's

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 9th, 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             | Tilly's               | Edikted              | ASOS                  |
|--------------------------------|-----------------------|----------------------|-----------------------|
| **Inventory Availability**      |          |          | Low Stock             |
| **Express Checkout Options**    | Google Pay and Paypal Only |          |          |
| **Shipping Options**            | Economy, Ground, FedEx 2Day, FedEx Overnight | Standard, Expedited, Express | Standard, Express     |
| **Carbon Neutral Shipping**     |          |          |          |
| **Delivery Promise**            | 3-8 Business Days     | 4-7 Days             | Less than 7 Days      |
| **How Much is Shipping?**      | $7.95-$21.95          | $5.00-$18.00         | $10-$14.99           |
| **Free Shipping Threshold**     | $70                   | $80                  | $75                   |
| **Shipment Protection**         |          |          |          |

### POST-PURCHASE EXPERIENCE

|                                | Tilly's               | Edikted              | ASOS                  |
|--------------------------------|-----------------------|----------------------|-----------------------|
| **Post-Purchase Email**        |          |          |          |
| **Post Purchase Text**         |          |           |          |
| **Shipping Update Email**      |          |          |          |
| **Shipping Update Text**       |          |           |          |
| **Delivery Tracking**          |          |          |          |
| **Tracking Provider**           | Hovership + FedEx     | DHL + Veho           | Circo + SpeedEx       |
| **Delivery Promise vs. Actual Delivery**|          |          |          |

### Overall Unboxing Experience

#### Delivery Information

**Atlanta, GA**
- Shipped from: Irvine, CA
- Delivery Promise: **3-8 Business Days**
- Delivery Timing: **6 Days**

**Austin, TX**
- Shipped from: Irvine, CA
- Delivery Promise: **3-8 Business Days**
- Delivery Timing: **3 Days**

**Pleasant Hill, CA**
- Shipped from: Irvine, CA
- Delivery Promise: **3-8 Business Days**
- Delivery Timing: **Next Day**

|  | Tilly's               | Edikted              | ASOS                  |
|---|-----------------------|----------------------|-----------------------|
| **Point of Origin**         | Irvine, CA           | Indianapolis, IN      | London, UK            |
| **Time of Order**          | Afternoon             | Afternoon             | Afternoon             |
| **Delivery Promise**       | 3-8 Business Days      | 4-7 Days              | Less than 7 Days      |
| **Click-to-ship Timing**   | Same Day              | 2 Days                | 4 Days                |
| **Click-to-deliver Timing**| 6 Days                | 7 Days                | 6 Days                |
| **Branded Box**            |          |          |          |
| **Appropriate Packaging**   |          |          |          |
| **Condition Of Packaging**  | **Average**           | **Average**           | **Good**              |
| **Order Accuracy**          |          |          |          |
| **Condition Of Products**   | **Good**              | **Good**              | **Good**              |
| **Samples / Inserts**       | Door Dash coupon insert? |          |          |
| **Overall Unboxing Experience**| 38/55               | **Average**           | **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.

#### 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.

All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.