Your custom consumer experience report | Stord Mystery Shop

Mystery Shopping for Zappos

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 14th, 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	Zappos	Allbirds	Hoka
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, "Paid Shipping", (2X)	Standard, Ground, Express, Overnight	Standard, Expedited, Fastest
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.
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.	Within 6 Business Days for West, Within 3 Business Days for Central and East	1-10 Days	6 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.	$0-$25.00	$5-$25	$8-$30
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.	$0	$75	Sign Up
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.
Post Purchase Text Giving consumers the option to receive text messages and/or emails further 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. Shipment notification emails have a 91.4% open rate, so you cannot skip this.
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.
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.
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	Amazon Shipping	USPS and FedEx	UPS
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

	Zappos	Allbirds	Hoka
Point of Origin The location where your inventory is stored and where the order was processed for delivery.	Jefferson, GA	Bloomington, CA	Moreno Valley, 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.	Within 6 Business Days	1-10 Days	6 Days
Click-to-ship Timing When the carrier has officially received the order information.	Next Day	Same Day	Same Day
Click-to-deliver Timing When the carrier has officially delivered the order at your customer doorsteps.	5 Days	2 Days	2 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 to efficiently and safely reach your customer?
Condition Of Packaging The condition of the box or mailer when it arrived	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.	Good An above average execution but there is still potential improvements that could be made to enhance your consumer experience.
Order Accuracy Where the products that were order properly picked and packed or did you send the wrong item(s)?
Condition Of Products Were the products in good condition, unused, and ready for your customer to enjoy?	Poor Your current system is yielding a negative brand association and damaging the likelihood of repeat purchases.	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.
Overall Unboxing Experience	27/55	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.

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.

Damaged Product

Damaged packages make frustrated consumers prone to submitting expensive customer support tickets and online reviews.

Solution

Appropriate dunnage and parcel size can reduce the chance of damage, and portal to streamline the resolution process protects your consumer experience.

Limited Carrier Network

Using one or a small number of carriers leaves you exposed to drastic general rate increases, limited service level options, and diminished special services for specific product types.

Solution

Stord's massive network of local and national parcel carriers unlocks intelligent selection of the right carrier based on cost and delivery date. Protect your margins while ensuring you hit your promised delivery date without sacrificing quality.

Ineffective Packaging

Most packages include 40% wasted space leaving brands paying for more dunnage and increasing their shipping fees. A overly large and unbranded box will lower the consumer experience and damage your brand sentiment.

Solution

Custom packaging designed specifically for your products based on your kitting or most common orders reduces dunnage and needless carrier costs while improving the consumer unboxing experience.

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