Sorted secret shopper: ecommerce customer journey report.

Using on-the-ground, new qualitative research of the post-purchase customer journey of 60 leading retailers and brands; we analyse the true state of CX – from the highlights to the low lights, and everything in between.

Secret shopping report

Inside this report...


Now, brands and retailers are competing more than ever. It’s make, or break.

In this report, we assess the good, the bad and the ugly of our mystery shopping findings.

We share lessons and learnings from the market as a whole, with actionable takeaways for you, the retailer, on how you can take inspiration from your competitors and benchmark your customer experience.


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Almost overnight, we’ve turned into a nation of online shoppers – with different needs, high expectations, rising standards and, if disappointed, a low loyalty rate. Our own Sorted research has shown that  45% of UK consumers would refuse to shop with a retailer or brand again if they have a poor delivery experience.

Get your own secret shopper report.

One of our specialists can mystery shop your brand to give you an honest independent assessment of you delivery experience.

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