2025 Mystery Shopping Report by Stord
Stord — 2025 — E-commerce
The 2025 Mystery Shopping Report by Stord highlights a significant disparity between the investments made by U.S. e-commerce brands in digital storefronts and customer acquisition, and their operational capabilities in fulfillment and post-purchase experiences. As consumer expectations continue to rise, brands must align their operational foundations to meet these demands or risk losing customer loyalty and market share.
Key Statistics
- 56% of consumers prefer updates via SMS while only 12% of brands use SMS for delivery updates
- 93% of brands do not send abandoned cart reminders
Key Takeaways
- E-commerce brands should prioritize enhancing their operational foundations to match the level of investment in customer acquisition.
- Improving fulfillment and post-purchase experiences is crucial to meet rising consumer expectations.
- Brands must regularly assess their operational capabilities to ensure they align with customer demands.
Cite as: Stord. (2025). 2025 Mystery Shopping Report by Stord. Retrieved from https://research.agilebrandguide.com/research/2025-mystery-shopping-report-by-stord