How it Works

Step 1 - We analyse your online shopping experience

Our shoppers continuously monitor and evaluate online retail experiences. We capture up to 200 data points with each report, covering the entire online shopping lifecycle from purchase through to delivery, returns and loyalty.

Get Started

Step 2 - We calculate your score

Data is fed into humii's AI-powered engine in real-time. It’s here we crunch the numbers, calculate your humii score, benchmark and compare to your competitors.

Get Started

Step 3 - You get the insights

Our platform is purpose built with online retailers in mind. We keep you informed with simple, elegant, unbiased reporting that is easy to read and simple to digest.

Get Started

How it Works

Step 1 - We analyse your online shopping experience

Get Started

Step 2 - We calculate your score

Data is fed into humii's AI-powered engine in real-time. It’s here we crunch the numbers, calculate your humii score, benchmark and compare to your competitors.

Get Started

Step 3 - You get the insights

Our platform is purpose built with online retailers in mind. We keep you informed with simple, elegant, unbiased reporting that is easy to read and simple to digest.

Get Started

Our 8 Dimensions

humii evaluates retailers across the full end-to-end customer journey via our 8 Dimensions of Online Shopping. Each of our 8 dimensions provides granular insights on that stage of the customer journey, with data collected by humii's Australia-wide network of anonymous online shoppers.

search &
discovery

Here we evaluate the experience of searching for a product and browsing a retailers website, covering everything from finding the site through to adding a product to the shopping cart. Some key attributes of this dimension include performance and usability of the website, aesthetics and stock availability.

pre-purchase
support

Here we evaluate the customers experience throughout product delivery. This includes all aspects from immediately after an order is placed through to when the customer receives the product. We evaluate delivery times, package tracking, delivery update notifications, use of 'missed delivery' cards and much more.

dispatch &
delivery

Considers the retailers checkout and payment experience, which includes everything from the shopping cart through to registering a customers details and paying. Key attributes evaluated include the usability of registration forms, guest checkout, payment and shipping options.

checkout &
payment

This dimension looks specifically at the product itself and evaluates attributes such as whether the product arrived undamaged, packaging material used, unboxing, and of course product quality. We consider packaging to be an extension of the product given it's impact on the customer experience.

product &
packaging

This crucial dimension considers all steps from a customer re-packaging and returning a product, right through to refund processing. We include attributes such as returns instructions, usability of returns envelopes and labels, refund options, as well as a retailers ability to process and return funds.

returns &
refunds

This dimension focuses on any post-purchase actions taken by a retailer for the purposes of retaining a customers business. We look at attributes such as frequency of marketing communications, relevance of discounts and other special offers and ability to opt-out of marketing communications.

loyalty &
retention

This dimension evaluates a retailers post-purchase support - that is, the experience of dealing with a retailers customer support after purchasing a product. We look at the ability to find and contact support, support response times, overall ability to respond and resolve customer issues and more.

post-purchase
support

Green Score

The humii Green Score measures how a retailers environmental sustainability initiatives are perceived by consumers. The score is calculated using metrics across four areas.

Commitment

Looks at a retailers sustainability
commitments. Are these easy to
find, well-written & communicated and
how genuine are you efforts perceived.

Product

Considers environmental
sustainability messaging in
product descriptions. Is this well described,
findable and clear to consumers.

Checkout

What sustainable options are available
at checkout. For example carbon offset,
circular economy, slow shipping &
packaging reduction options.

Packaging

Are products packaged in a
sustainable way. This includes looking at
excess packaging, reusability, recyclable
& biodegradable packages.

How it Works

Step 1 - We analyse your online shopping experience

Step 2 - We calculate your score

Step 3 - You get the insights

How it Works

Step 1 - We analyse your online shopping experience

Step 2 - We calculate your score

Step 3 - You get the insights

Our 8 Dimensions

Green Score

How the numbers work

Want to know more?