![Eolas International 214](https://www.eolasinternational.com/wp-content/uploads/2022/12/AdobeStock_194263796.jpeg)
![Group 8419](https://www.eolasinternational.com/wp-content/uploads/2022/12/Group-8419.png)
E-commerce Audit of product and packaging quality
product and Retail Intelligence
Real-time intelligence for pack and product performance through e-commerce.
Project Background
We partnered with a global CPG company to take a proactive approach to the measurement of pack and product quality performance within the e-commerce channel. Previous research conducted by Eolas on behalf of the client, found that up to 1/3 of delivered products, arrived to the consumer with notable defects.
![Eolas International 214](https://www.eolasinternational.com/wp-content/uploads/2022/12/Person-online-shopping-on-phone.jpeg.png)
![Group 8419](https://www.eolasinternational.com/wp-content/uploads/2022/12/Group-8419.png)
![Eolas International 214](https://www.eolasinternational.com/wp-content/uploads/2022/12/Woman-signing-for-delivery.jpeg)
![Group 8419](https://www.eolasinternational.com/wp-content/uploads/2022/12/Group-8419.png)
Client Objectives
The challenge was to understand the full incidence and extent of quality issues. Subsequently they wished to understand the impact upon experience and re-purchase intent with consumers and explore what consumers valued most as part of their packaging experience considering both primary and secondary packaging elements.
Our Solution
We developed a bespoke e-commerce experience program, evaluating 9 products sold through one major US e-tailer. We recruited real consumers of the products who then completed a full e-commerce journey, purchasing 6 product types. Using our Eolas QualX platform, they recorded their experiences and reactions at each touchpoint, including; delivery experience, secondary packaging, protective packaging, product packaging and product quality.
![Eolas International 214](https://www.eolasinternational.com/wp-content/uploads/2022/12/AdobeStock_303306235.jpeg)
![Group 8419](https://www.eolasinternational.com/wp-content/uploads/2022/12/Group-8419.png)