The client wanted to conduct mystery shopping exercise on 3 major e-commerce marketplaces - Snapdeal, Flipkart & Amazon. The objective was to understand and benchmark the end-to-end process from Order placement to Delivery & Post Delivery (Return/Exchange/Refund) process.
The sample covered was 600 audits (200 each marketplace) across:
- 3 categories – Apparel, Home Décor & Electronics
- 20 cities entailing Metros, Tier I & Tier II
Approach:
- Similar products were to be ordered across auditors to have a more effective process benchmarking across all players
- Coordinating with large no. of auditors for process tracking as well as reporting
- An appropriate audit to auditor ratio was maintained to avoid auditor fatigue
- Adequate systems were established to enable real-time data collection and cleaning
Outcome:
Based on the research insights, the client evaluated its processes vis-à-vis other players in terms of:
- Communication: Across overall Order to Delivery & Post Delivery processes
- Timelines: Shipment, Delivery, Return, Exchange, Refund
- Product quality & packaging evaluation
- Logistics partners evaluation
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