## 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** <br>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** <br>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** <br>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** <br>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?** <br>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** <br>62% of shoppers won't buy from a retailer if it doesn't offer free shipping. | $150 | N/A | $100 |
| **Shipment Protection** <br>1.7 million packages are lost or stolen each day in the USA. | ❌ | ✅ | ❌ |

### POST-PURCHASE EXPERIENCE

|     |     |     |     |
| --- | --- | --- | --- |
| **Post-Purchase Email** <br>Letting your customer know that their order has been received and in progress builds trust and confidence in your brand. | ✅ | ✅ | ✅ |
| **Post Purchase Text** <br>Giving consumers the option to receive text messages and/or emails builds trust in your brand. | ❌ | ❌ | ❌ |
| **Shipping Update Email** <br>A shipping email with a tracking link and estimated delivery date presented in your branding is crucial. | ✅ | ✅ | ✅ |
| **Shipping Update Text** <br>Many customers prefer text over email. | ❌ | ❌ | ❌ |
| **Delivery Tracking** <br>Having extreme clarity is key. | ✅ | ✅ | ✅ |
| **Tracking Provider** <br>Providing real-time updates on the progress of their order builds confidence. | FedEx + UPS | USPS + UPS + FedEx | FedEx + UPS |
| **Delivery Promise vs. Actual Delivery** <br>14% of online shoppers will abandon completely if you deliver late just once. | ✅ | ✅ | ✅ |

### OVERALL UNBOXING EXPERIENCE  
Destination details:
- **Pleasant Hill, CA**  
  Shipped from: Bucheon-si, KR  
  Delivery Promise: **4-12 Business Days**  
  Delivery Timing: **10 Days**

- **Austin, TX**  
  Shipped from: Secaucus, NJ  
  Delivery Promise: **4-12 Business Days**  
  Delivery Timing: **4 Days**

- **Atlanta, GA**  
  Shipped from: Bucheon-si, KR  
  Delivery Promise: **4-12 Business Days**  
  Delivery Timing: **9 Days**

|  | W Concept | Good American | Allsaints |
| --- | --- | --- | --- |
| **Point of Origin** <br>The location where your inventory is stored. | Bucheon-si, KR | Phoenix, AZ | Hodgkins, IL |
| **Time of Order** <br>When the order was submitted by your customer. | Afternoon | Afternoon | Afternoon |
| **Delivery Promise** <br>Your stated delivery promise. | 4-12 Business Days | 5-8 Days | 2-8 Days |
| **Click-to-ship Timing** <br>When the carrier has officially received the order information. | 8 Days | Next Day | Same Day |
| **Click-to-deliver Timing** <br>When the carrier has officially delivered the order at your customer doorsteps. | 10 Days | 3 Days | 6 Days |
| **Branded Box** <br>52% of consumers are likely to repeat purchase if their delivery arrives in premium packaging. | ✅ | ✅ | ✅ |
| **Appropriate Packaging** <br>Was the package the right size and style? | ✅ | ✅ | ❌ |
| **Condition Of Packaging** <br>The condition of the box or mailer when it arrived. | **Good** | **Average** | **Average** |
| **Order Accuracy** <br>Were the products that were ordered properly picked and packed? | ✅ | ✅ | ✅ |
| **Condition Of Products** <br>Were the products in good condition? | **Average** | **Good** | **Good** |
| **Samples / Inserts** <br>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.