Ecommerce Fulfillment Insights. Unpacked.

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Objective Measurement

Fulfillment plays an integral role in the quality of the customer experience and yet it is too often overlooked as a cost center, detached from the heart of a brand. With Stella Metrics Fulfillment you can gain complete visibility into the performance and efficiency of every aspect of your fulfillment operation. Our team of analysts will shop your online store multiple times a month to uncover detailed speed and quality metrics for both shipping and returns. These fulfillment insights will highlight areas for improvement across a broad range of different criteria.

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Speed of shipping and returns

Our shopping analysts will measure every aspect of your delivery, return, and refund process. Metrics that are measured include the speed of delivery, the shipping methods used, your return policies, whether you include prepaid return shipping labels, speed of refunds, and much more. Our shopping analysts are spread across four geographic regions around the country, giving you a fully representative view of the customer experience and highlighting any regional weaknesses that exist.


Out-of-box experience

In addition to the logistical side of the fulfillment process, our analysts will also focus on the quality of the out-of-box experience. We will record the materials that are used for packing products and make an objective assessment on the package fit and the overall quality of the packing. All orders are photographed, putting you directly in the shoes of your customers.

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Omnichannel measurement

Customers today are using multiple touch points when it comes to ordering, receiving and returning products. Our unique omnichannel capabilities enable you to effectively measure this cross-channel experience. We can develop custom data collection projects that measure initiatives such as buy online pickup in-store and buy online return in-store. So, whether you are still developing your omnichannel offering, or are looking to test the effectiveness of existing capabilities, we can provide insights that add significant value to your fulfillment operation.


Benchmarking

Our StellaService Ecommerce Index will provide you with valuable benchmarking data on every aspect of your fulfillment process. Every standard fulfillment data point we collect on your ecommerce business is also collected on the 30 companies in the Ecommerce Index. This provides constantly updated insights into how you stack up across hundreds of speed, quality and policy metrics.

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Real-Time Dashboards

Data collected through our shopping analysts flows directly into dashboards that enable you to measure end-to-end fulfillment performance of your company versus your specific internal goals. As well as monitoring your speed and quality, you can also use these dashboards to evaluate the competitiveness of your policies, the quality of your vendors, and how your performance stacks up against the StellaService Ecommerce Index.


Clients


Why Stella Metrics Fulfillment?

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Understand speed and quality

Build a complete picture into a broad range of speed and quality metrics across your fulfillment operation.

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Benchmark your performance

See how the performance of your fulfillment operation compares to 30 other other service leaders.

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Shape policies and investments

Use our fulfillment data to shape policies, investment decisions and vendor selection across your fulfillment operation.

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Hold third-parties accountable

Track the performance of your third-party vendors and use the insights to hold them accountable.

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Measure omnichannel consistency

Understand the effectiveness of your omnichannel offering and the consistency of your service for customers.

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Understand regionality and seasonality

Highlight regional and seasonal variations and use the insights to help guide your strategic planning.

Stella Metrics Fulfillment FAQ

StellaService analysts measure both the speed and quality of the delivery, return, and refund experience. Metrics that are measured include speed of delivery, shipping methods used, package fit and quality, return authorization requirement, inclusion of a prepaid shipping label, speed of refunds, and many more. Analysts also photograph every package that is received, providing valuable insight into the out-of-box experience.
Analysts are trained to order from a retailer’s core product selection. This typically includes items found on the homepage or ‘popular items’ sections.
Typically, analysts will not order perishable items, custom products, digital products that are delivered electronically, or large furniture/appliances that are shipped via freight. These types of product orders are not included in our syndicated dataset, but can be ordered on a custom basis.
The StellaService Ecommerce Index is a representative group of the leading retailers and brands in ecommerce. Factors we consider when choosing these retailers include size, traffic, category and service performance. The StellaService Ecommerce Index provides an industry barometer for the trends in ecommerce operations and provides retailers a benchmark for comparison.
Geographic distribution of orders helps you understand whether any regional variations exist as part of your fulfillment operation. By ordering products to different regions you can see if the location of your distribution centers has a negative impact on your speed metrics and whether extra investments need to be made to deliver a consistent experience to customers.
Yes, we offer full omnichannel capabilities that can address the broadest cross-section of fulfillment offerings. As a client you can benefit from our standard fulfillment offering and can then have fully customized omnichannel collection added to meet your specific needs.
At the outset of the relationship we will work with you to shape your fulfillment package. This will include understanding your most frequently ordered products and the products that you would like tested through the Stella Metrics Fulfillment product.