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How it works

Real Insights from
Real People for Your Store.

Real Humii Shoppers Analyse your Store from end-to-end.

Our shoppers capture up to 200 data points with each report, covering the entire online shopping lifecycle from purchase through to delivery, returns and loyalty.
Explore Data Points

Humii’s AI-powered engine crunches the numbers in real-time.

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.
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See everything in one, simple dashboard.

We keep you informed with simple, elegant, unbiased reporting that is easy to read and simple to digest.
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8-Dimension
CX Analysis

Humii’s eight dimensions reveal the full story of your e-commerce experience across 200+ data points, highlighting key areas that need attention.

Dive into Every Stage of Your Customer’s Experience

Search & Discovery

Pre-purchase Support

Checkout & Payment

Dispatch & Delivery

Product & Packaging

Returns & Refunds

Post-purchase Support

Loyalty & Retention

Search & Discovery

The first dimension looks at everything from finding your site through to adding a product to the shopping cart.

Metrics Included:
Search engine results
Page load times
Site responsiveness
Site navigation
Sustainability commitments
Product displays
Search effectiveness & usability
Product availability
Site look & feel
Sustainable product options
Banners and pop ups
Customer reviews
Competitor price comparisons
Abandonment likelihood
See Live Demo

Pre-purchase Support

The second dimension looks at all aspects of on-site support before purchasing a product.

Metrics Included:
On-site knowledge base
On-site FAQ's
Self-service support options
Live chat responsiveness
Live chat service quality
Abandonment Likelihood
See Live Demo

Checkout & Payment

The third dimension looks at the entire checkout experience. Everything from the shopping cart through to registration and making payment.

Metrics Included:
Registration form usability
Delivery options
Eco-friendly shipping
Checkout options
Order and payment confirmations
Abandonment likelihood
See Live Demo

Dispatch & Delivery

Our fourth dimension considers everything from after an order is placed through to a product being delivered to the customer.

Metrics Included:
Product dispatch times
Delivery times
Dispatch & delivery comms
Order traceability
Courier quality & effectiveness
Delivery expectations management
See Live Demo

Product & Packaging

Dimension five looks at order accuracy, product & packaging condition, product alignment with description, product quality, product & packaging eco-friendliness, packaging advertisements & extras.

Metrics Included:
Order accuracy
Product & packaging condition
Product alignment with description
Product quality
Product & packaging eco-friendliness
Packaging advertisements & extras
See Live Demo

Returns & Refunds

Dimension six considers all steps from a customer re-packaging and returning a product, through to funds being returned to the customer.

Metrics Included:
Return & refund options
Terms & conditions
Returns portal
Returns process usability
Returns labels & packaging
Refund processing communications
Refund processing times
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Post-purchase Support

Dimension seven looks at interactions with customer support after a purchase is complete.

Metrics Included:
Support availability
Support responsiveness
Support resolution times
Support quality & effectiveness
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Loyalty & Retention

Our eighth and final dimension focuses on any post-purchase actions taken to keep a customer engaged as well as their overall loyalty to a retailer.

Metrics Included:
Marketing relevance & frequency
Discounts & other special offers
Loyalty program visibility & transparency
Loyalty program communication
Loyalty program incentives and offers
Email & sms unsubscribe
Likelihood of shopping again
See Live Demo

No Bias, Just Facts

Get pure, unbiased feedback without any hidden agendas, focused on the why behind the performance.

Spot the Issues

Understand why shoppers abandon or fail to return to your website with detailed feedback & suggestions.

Pinpoint Friction

Pinpoint your friction points & prioritise your projects with our detailed friction map.

Know Your Rivals

See what your competitors are up to and stay ahead of the game.

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Move beyond NPS

Ditch basic NPS scores. Prioritise your projects by understanding why customers act.

How it works

Continuous Check-ups

Regularly measure and benchmark your customer journey to keep your CX at its best.

See my score card

Try Free Live Demo

Explore our Demo Dashboard right now for free, see data from some of the top retailers across AUS & UK.

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We acknowledge the Dharawal People as the Traditional Owners and custodians of the land on which we work and live, and we pay our respect to Elders past, present and emerging. We acknowledge the Traditional Owners for 65,000+ years of continuous innovation.

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