Your custom consumer experience report | Stord Mystery Shop

Mystery Shopping for W Concept

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 21st, 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 W Concept Good American Allsaints
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, Ground, Expedited Standard, 3 Day, Express
Carbon Neutral Shipping
65% of shoppers have said they want to 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.		 4-12 Business Days 5-8 Days 2-10 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.		 $12.00 $7.00-$25.00 $7.95-$24.95
Free Shipping Threshold
62% of shoppers won't buy from a retailer if it doesn't offer free shipping.		 $150 N/A $100
Shipment Protection
1.7 million packages are lost or stolen each day in the USA.		 ❌ ✅ ❌

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 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.		 ✅ ✅ ✅
Shipping Update Text
Many customers prefer text over email.		 ❌ ❌ ❌
Delivery Tracking
Having extreme clarity is key.		 ✅ ✅ ✅
Tracking Provider
Providing real-time updates on the progress of their order builds confidence.		 FedEx + UPS USPS + UPS + FedEx FedEx + UPS
Delivery Promise vs. Actual Delivery
14% of online shoppers will abandon completely if you deliver late just once.		 ✅ ✅ ✅

OVERALL UNBOXING EXPERIENCE

Destination details:

W Concept Good American Allsaints
Point of Origin
The location where your inventory is stored.		 Bucheon-si, KR Phoenix, AZ Hodgkins, IL
Time of Order
When the order was submitted by your customer.		 Afternoon Afternoon Afternoon
Delivery Promise
Your stated delivery promise.		 4-12 Business Days 5-8 Days 2-8 Days
Click-to-ship Timing
When the carrier has officially received the order information.		 8 Days Next Day Same Day
Click-to-deliver Timing
When the carrier has officially delivered the order at your customer doorsteps.		 10 Days 3 Days 6 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?		 ✅ ✅ ❌
Condition Of Packaging
The condition of the box or mailer when it arrived.		 Good Average Average
Order Accuracy
Were the products that were ordered properly picked and packed?		 ✅ ✅ ✅
Condition Of Products
Were the products in good condition?		 Average Good Good
Samples / Inserts
Additional pieces to help build brand loyalty.		 ❌ ❌ ❌
Overall Unboxing Experience 32/55 Good Average

YOUR UNBOXING VIDEO

Take a look at a real end consumer experience when unboxing your products at our Atlanta location.

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.

MISSING INSERTS

No packaging slip or promotional inserts makes the unboxing experience feel careless.
Solution: Custom branded inserts and packaging slips create a sense of professionalism.

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.