We answer some commonly asked questions
If you like to make the big decisions based on outdated, oversimplified, one-dimensional scores from a small sample of angry customers then sure, maybe NPS IS right for you!
But if you want something with a little more substance, come and talk to us. We've written more about NPS here.
All the data we capture is kept strictly confidential. We cover a lot of retailers across a variety of industry segments and whilst we’re happy to share our benchmarking scores, we’ll never share your scores or those of your competitors with anyone you don't want us to. We don’t think it’s a good look.
No, we provide reporting which is very digestible, allowing you to easily "unpeel" the layers. We also supplement this with insightful comments from our analysts. Our reporting is designed so that anyone, regardless of position, can gain a deep understanding of the end-to-end online shopping experiences of your customers.
We're confident humii will add huge value, regardless of where your website is at. Got an old, clunky website? Got a new, shiny one? Understanding what customers think of your experience is critical, no matter what stage you're at.
We've seen humii used to help prioritise development pipelines, with many of our customers utilising the benefits of real customer feedback to decide where to focus their attention. We've also seen our service help with A/B testing prior to a big rollout - so you can validate whether your changes have had a positive impact on customer experience. All-in-all, our service works best when we're running continuously, always-on, so you get a view of your performance over time and how both internal and external influences are impacting the perception of customers.
Don't be crazy! We need a standard set of questions and metrics to allow us to benchmark your performance against everyone else. We're working on a new custom survey feature to allow additional questions to be added, however these won't count towards your humii score.
Results are not only influenced by your own performance and the things you can control - product launches, campaigns, changes to your website for example. Your results are also dependant on what is happening in the industry - retail events, click frenzy, black friday, etc. In order to get a solid view on performance it's important that our analysis is regular and consistent, so you can see how these forces impact your results and how things vary over time.
Our team are experts in online shopping. We sit down with you each months and run through your results, as well as make suggestions on how you can influence the various factors we cover in our reporting. Our snapshots are designed to be self-explanatory - allowing you to take direct action.
We recommend a minimum of 3 shops per week. It is important we are capturing a big enough data set to ensure our scoring is a true reflection of opinions from a diverse range of shoppers. We want to be certain we are not just reporting on one moment in time as this will not be a true representation of your overall customer experience. Regular reporting will also allow you to see the impact of your actions on the end to end customer experience and how quickly you can influence customer perception.
Fortnightly. This gives you consistent insight into your customer experience.
Our team is ready to start analysing your shopping experience right away. In fact, benchmarking and analysis across industry segments are key parts of what we offer, so there’s a chance we're already watching. How long it takes to calculate your first Humii score depends on how quickly our team can complete our minimum five round-trips across the eight dimensions, which is heavily dependent on your store's shipping and refund processing times. Typically we allow 6 to 8 weeks to get your first score from the time we start work.
All of our analysis is performed from the view of the customer. This point is critical to our business and we take it very seriously. Our analysts interact with your online store in exactly the same way your customers do. To that end, we don’t need access to any of your systems, nor do we need to engage your development teams to start doing our analysis.
There are many factors that go into calculating your humii score. The significance of each dimension will vary depending on what's important to your business. If you want to know how you're shaping up against others, the best place to look is at our comparison scores. Another way of looking at it is the higher your humii score, the better shopping experience you're providing customers. So the closer you can get to 100, the more likely customers are to convert and stick around.
See Above. Got a new product launch coming up? Want to test a new marketing campaign? Want targeted customer feedback on something you're doing? We do offer custom surveys however these won't count towards your humii score and are reported on separately.
Great question! We are actively working on a feature to allow exactly this. You'll be able to set up specific groups in the respective market segments so you can ensure your competitors are captured and you are benchmarked against these. We'll never mention specific competitors names (for anonymity's sake) but we can benchmark you against a dedicated group or competitors.
We come at this from a few angles. First of all it's important we are shopping your core product range. Footwear retailer? We make sure we are buying shoes as a priority but will also look at other products you have available. At the start of each week we provide our analysts with direction on where to buy products, a few options for types of things to buy, as well as a budget, but we'll never tell them exactly what to purchase. This allows the team to interact with your website more naturally, the way your customers do. We are also open to being guided by you if you have a particular product range you'd like us to shop as part of our service.
Yes! We shop across desktop, mobile phone and tablet devices. Social media and in-store shopping are also on our roadmap. Exciting huh?
Being in retail is volatile. There are many things we can control - product launches, campaigns, changes to your website for example. There are also many things we can't - seasonal trends, market forces, click frenzies, black Friday's, all of which have the potential for big impact on consumer sentiment. In order to get a solid view on performance it's important that our analysis is regular and consistent, so you can see how these forces impact your results and how things vary over time.
Recalibration is something we do at the start of each quarter. This is where we adjust the way your humii score is calculated, which generally means a combination of a few things:
As we discover new things to measure, new innovations hit the market, and customer sentiment changes, it’s important our scoring stays relevant. The world evolves, things change rapidly and so do we!
Nope. Your humii snapshots will look exactly the same. We apply our updated scoring algorithm retrospectively, meaning previous scores and trend-lines may shift up and down depending on how those changes impact.