Mystery Shopping for eCommerce: The humii Story | #214 Add To Cart

In this episode of Add To Cart, we are joined by Andy Evans, Co-founder of humii, who combine cutting edge technology with real human analysis to evaluate a retailer’s customer experience and provide valuable insights. With around 200 retailers onboard including Rebel Sport, Lovisa and The Iconic, humii take the mystery out of nailing an amazing customer experience using over 150 metrics.  In this chat, Andy shares the challenges of wrangling their team of mystery shoppers, how they advise their clients on where to action change first and why NPS is dead, long live the humii score!
Links from the episode:
humii
Rebel Sport
Oroton
Lovisa
Levi’s
NPS
Homebody
Sephora
The Iconic
Shopify Plus and Desky (sponsored)
Packleo (sponsored)
Questions answered:
What is the humii score and how does it work? What are the areas of online experience that retailers should be looking at right now as low hanging fruit? What retailers do you think are delivering the best online customer experience? Why? 
This episode was brought to you by…  
Shopify Plus
Packleo
About your co-host: Andy Evans from humii
Software engineer, ex-IBM and Deloitte consultant and now co-founder at humii (www.humii.co) where we’re harnessing real human insights to help retailers move the needle on customer experience. Passionate about customer experience, building great teams, innovation through technology, and above all else - enjoying what I do.
You can contact Andy at LinkedIn
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