Your custom consumer experience report | Stord Mystery Shop
Mystery Shopping for Z Supply
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).
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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 | Z Supply | Free People | Allsaints |
|---|---|---|---|
| Inventory Availability | |||
| Express Checkout Options | |||
| Shipping Options | Standard, Expedited, Priority | Standard, Express (Overnight for West Only) | Standard, 3 Day, Express |
| Carbon Neutral Shipping | |||
| Delivery Promise | 3-4 Business Days | 5-8 Days | 2-10 Days |
| How Much is Shipping? | $6.99-$25.00 | $4.95-$10.00 | $7.95-$24.95 |
| Free Shipping Threshold | $75 | $100 | $100 |
| Shipment Protection |
POST-PURCHASE EXPERIENCE
| Z Supply | Free People | Allsaints | |
|---|---|---|---|
| Post-Purchase Email | |||
| Post Purchase Text | |||
| Shipping Update Email | |||
| Shipping Update Text | |||
| Delivery Tracking | |||
| Tracking Provider | FedEx + Amazon Shipping | USPS + UPS + Lasership | FedEx + UPS |
| Delivery Promise vs. Actual Delivery |
Overall Unboxing Experience
Destination
| Z Supply | Free People | Allsaints | |
|---|---|---|---|
| Point of Origin | San Bernardino, CA | Los Angeles, CA | Hodgkins, IL |
| Time of Order | Morning | Morning | Morning |
| Delivery Promise | 3-4 Business Days | 5-8 Days | 2-8 Days |
| Click-to-ship Timing | Same Day | 2 Days | Same Day |
| Click-to-deliver Timing | Next Day | 3 Days | 6 Days |
| Branded Box | |||
| Appropriate Packaging | |||
| Condition Of Packaging | Average | Good | Average |
| Order Accuracy | |||
| Condition Of Products | Good | Good | Good |
| Samples / Inserts | |||
| Overall Unboxing Experience | 42/55 | Good | 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.
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.
Missing Inserts
No packaging slip or promotional inserts makes the unboxing experience feel careless. Missed opportunity to earn repeat business through quality of service.
Solution
Custom branded inserts and packaging slip creates a sense of professionalism and maximizes the positive impact your brand has during the unboxing experience.
All of these insights are from publicly available information, but many more opportunities exist to improve your consumer experience.