Secret shopper report, chapter 4: customer journeys by retailer

Mobile shopping

Chapter Four.

Our mystery shopping took place between November 2020 and May 2021, with 10 members of the Sorted team taking different retailers and ordering different, in demand items for home delivery to a number of residential address across England.

Of course, our experiences aren’t necessarily reflective of each retailer’s general or overall delivery experience; but our findings reflect a specific customer’s post-purchase experience on a specific occasion.

Rather than sharing the full journey details, we’ve summarised our experiences by naming one of the highlights from each journey, and one of the areas in which we feel the experience could’ve been improved. We’d be more than happy to discuss our findings in more depth with each retailer in the list below, so just get in touch if you’d like to have a chat about what we found when we shopped your business.

*The logos included in this report are owned by the appropriate companies


Head to the final chapter next, to get an action plan of key takeaways from the report...