How it Works

Step 1 - We analyse your online shopping experience

Our analysts are continuously shopping and evaluating retail experiences. We capture more than 150 data points with each report, covering the entire online shopping lifecycle.

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Step 2 - We calculate your score

Reports are fed into the humii data machine* in real-time. It’s here we crunch the numbers, calculate your humii score and benchmark against others in your industry.

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Step 3 - You get the insights

Our platform is purpose built with retail leaders 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

Our analysts are continuously evaluating the online shopping experiences of hundreds of retailers. We capture more than 150 data points with every report, covering the entire online shopping lifecycle.

Get Started

Step 2 - We calculate your score

Reports are fed into humii's data machine* in real-time. It’s here we crunch the numbers, calculate your humii score and benchmark against others in your industry.

Get Started

Step 3 - You get the insights

Our platform is purpose built with retail leaders in mind. We keep you informed with simple, elegant and regular reporting that is easy to read and simple to digest.

Get Started

Our 8 Dimensions

humii evaluates retailers across our 8 Dimensions of Online Shopping.

Covering the full end-to-end customer journey, our 8 dimensions allow us to provide granular feedback on where the business is performing well, and where there's opportunities to improve.
humii evaluates retailers across what we call the 8 Dimensions of Online Retail.
01
search &
discovery
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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.
02
pre-purchase
support
read more
04
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
read more
03
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
read more
05
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
read more
06
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
read more
08
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
read more
07
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
read more

Our 8 Dimensions

humii evaluates retailers across what we call the 8 Dimensions of Online Retail.
01
search &
discovery
read more
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.
02
pre-purchase
support
read more
This dimension looks at the experience of using a retailers customer support before purchasing a product, focusing primarily on the websites live chat function. This includes evaluating key attributes of the live chat such as chat response times and ability to respond and resolve customer issues.
03
checkout &
payment
read more
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.
04
dispatch &
delivery
read more
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.
05
product
& packaging
read more
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.
06
returns &
refunds
read more
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.
07
post purchase
support
read more
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.
08
loyalty &
retention
read more
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.

How the numbers work


All scores are calculated using a weighted-average across more than 150 data points, collected as part of our ongoing analysis. Regular market research helps us understand what’s having the biggest impact on consumers. This feedback contributes directly to how we calculate your score.

Customer
Stories

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CEO, Memberlog

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