Homegrown Australian tech start-up, Humii is launching a new dashboard that aggregates consumer perspectives from thousands of anonymous online shoppers to deliver unbiased, end-to-end customer experience (CX) insights that improve the shopping experience.
Founded in 2022 by Andy Evans and Lee Ritson as a challenger solution to the outdated Net Promoter Score (NPS) – widely viewed as a one-dimensional benchmarking tool – Humii is the first retail solution to offer customer experience benchmarking across the entire industry, combining cutting-edge technology with real human analysis for full end-to-end transparency across the online experience.
Having already signed local clients including Super Retail Group, Strand and Oroton, and recently appointing industry expert, Mareile Osthus as co-founder and chief commercial officer, Humii now plans to offer AI-enabled chat-like functionality alongside its new dashboard.
Humii co-founder and CEO, Lee Ritson said, “We founded Humii because we believe the NPS system is archaic and one-dimensional. Retailers today need a modern insights and benchmarking solution to better understand the ‘why’ behind performance, remain competitive and drive real business impact.
“Unlike NPS, Humii takes away the guesswork, empowering decision makers to quickly and easily pinpoint problems and find solutions that will directly impact the bottom line. More than that, it provides the right kind of competitive insight to drive decisions that will ultimately grow revenue and market share.
“The launch of our new platform, and impending integration of AI-enabled solutions through a chat-like function, will further help retailers make sense of the hundreds of data points Humii tracks – no need for endless hours of analysis, Humii will do the work for you.”
Humii has also set its sights on the United Kingdom with plans to offer its platform to UK-based retailers by August 2023.
“We’ve already started working with a team to bring Humii to life in the UK – as the business continues to grow, we’re looking forward to providing a better, more modern way to measure CX for global retailers,” Ritson added.
Humii aggregates the online shopping experience of anonymous shoppers on over 700 retailers. The data points pulled across the journey include search and discovery, pre-purchase support, dispatch and delivery, and loyalty and retention. The data is then simplified into a dashboard for retailers to review their own activity and how they rank against their competitors.