InStore.ai captures and analyzes various types of events that occur during customer interactions at your store. These events are organized into four main categories, each providing valuable insights into different aspects of your business. Below, you'll find an overview of these categories, along with definitions for all the events currently tracked by our system.
Event Categories Overview
Customer Experience:
This category focuses on the various factors that influence a customer's overall experience in your store. It includes events related to checkout issues, facility problems, and customer churn. By monitoring these events, you can identify and address pain points that may lead to dissatisfaction or a decline in customer loyalty.Cashier Engagement:
Cashier Engagement events track how your staff interacts with customers to drive sales and enhance the shopping experience. This category includes events related to sales tactics, loyalty program inquiries, and security issues. Understanding these interactions helps improve cashier performance and customer satisfaction.Store Operations (Coming Soon):
The Store Operations category will focus on the day-to-day functioning of your store, capturing events that affect operational efficiency and service delivery. This category will help you identify and rectify issues that may disrupt store operations or hinder customer service.Cashier Retention (Coming Soon):
Cashier Retention events will track factors that influence the retention and satisfaction of your staff. This category will provide insights into the challenges your cashiers face and help you create a work environment that fosters long-term employee engagement and retention.
Customer Experience
Checkout Issues
This family of events is focused on any hurdles the checkout process faces that affect the customer's ability to complete their transaction seamlessly, especially those that are beyond the customer’s control.
Product Error:
Product error tags interactions where the product prevented the transaction from proceeding smoothly. Common product errors include missing barcodes, barcode damage, or products not found in the system.System Error:
System Errors occur when the store's systems prevent the transaction from progressing. Common system errors include malfunctioning chip readers, loyalty systems, POS systems, or cash registers.Discount Confusion:
Discount confusion arises when a customer believes a discount should apply to their purchase, but the cashier informs them otherwise. Common reasons include discounts limited to loyalty members or applicable only when purchasing a certain quantity.
Facility Issues
This family of events focuses on problems with the various facilities and services that the store offers, which either prevent the service from being rendered or negatively impact the customer's experience.
Bathroom:
This event captures instances where customers experience issues with the store's bathroom facilities, such as cleanliness, availability, or functionality.Car Wash:
This event captures issues related to the car wash service, including malfunctions, poor service quality, or any other hindrances that affect the customer’s car wash experience.Pump:
This event captures any problems customers face at the fuel pump, such as malfunctioning pumps, payment issues, lack of receipt, or unavailability of fuel.Shower:
This event captures issues related to shower facilities in stores that offer them, including cleanliness, availability, or functionality concerns.Vacuum:
This event captures issues with vacuum services, including malfunctions or availability problems.
Churn
Churn interactions occur when a customer communicates that they may not return to the store due to a problem or poor experience they encountered. These events are critical for identifying potential areas of improvement to retain customers.
Cashier Engagement
Sales Tactics
This family of events focuses on how cashiers engage with customers to contribute to sales activities, including upselling, promotions, and introducing new products.
Upsell:
Upsell involves any attempt by the cashier to increase the basket size without a promotion, such as suggesting a larger size or a complementary item.Promo:
Promo is any mention by the cashier of a discount or deal that the customer could apply to their transaction.New:
New refers to any mention by the cashier of a new product or flavor that the customer might be interested in trying.Replacement:
Replacement occurs when the cashier proactively suggests an alternative product when the one the customer is looking for is unavailable.
Ask For Loyalty
This family of events captures interactions where the cashier inquires about or promotes the store's loyalty program.
New Sign Up:
New Sign Up is when a customer agrees to sign up for the loyalty program during the interaction.Existing:
Existing refers to interactions where the customer uses a loyalty card they already have.Decline:
Loyalty Declined is when the customer decides not to sign up for the loyalty program after the cashier's offer.Loyalty not Offered:
Loyalty not offered occurs when a cashier asks about a loyalty card, the customer indicates they don’t have one, and the cashier does not offer to sign them up for the program.
Security
This family of events focuses on security-related interactions within the store, such as discussions around theft or police involvement.
Shoplifting:
Shoplifting captures interactions where shoplifting is discussed, including confrontations with suspected shoplifters or discussions about previous incidents.Police:
Police refers to interactions where police presence or involvement in the store is mentioned, including threats to call the police or recounting previous incidents.
Above and Beyond
Helpful:
Helpful captures instances where an employee goes above and beyond their normal duties to assist a customer, providing exceptional service that exceeds expectations.
Service Gaps
Knowledge Gap:
Knowledge Gap captures interactions where an employee's lack of knowledge or information affects their ability to assist the customer effectively, leading to a service gap.