Industry
Retail (Food & Beverage)
Annual Revenue
$1.8+ Billion
Location
United States
How we leveraged real-time facial emotion recognition and contextual data to uncover customer satisfaction drivers and enhance retail experience, operations, and employee engagement.
Business Problems/Requirement:
The client wanted to better understand what in-store conditions most impacted customer satisfaction or frustration at the point of sale. The lack of measurable emotional feedback made it difficult to validate operational assumptions.
Key challenges included:
- Unquantified Emotions: Customer satisfaction was inferred through surveys or anecdotal feedback, offering limited accuracy.
- Isolated Data Sources: POS data, staffing patterns, and environmental conditions were not analysed together.
- Limited Visibility into Root Causes: Management couldn’t determine if customer frustration was driven by staff interaction, wait times, or environmental factors.
- Inconsistent Service Quality: Variability across shifts and times of day created fluctuating customer experiences.
Strategic Approach:
Our implemented a Proof of Concept (PoC) leveraging its proprietary Captemo solution a cloud-based platform designed to measure and analyse customer sentiment in real time.
Emotion Recognition & Data Capture
- Deployed Captemo sensors at select POS counters to detect, measure, and analyse facial expressions such as happiness, anger, and surprise.
- Collected Key Emotion Indicators (KEIs) across multiple time periods, shifts, and days.
Contextual Data Integration
- Overlaid emotion data with sales performance, staffing, and weather conditions to identify correlations with emotional responses.
- Mapped customer emotions to specific operational events and in-store triggers.
Analytics & Actionable Insights
- Developed dashboards and reports enabling management to visualize emotional trends by hour, day, and employee shift.
- Introduced a Customer Happiness Index (CHI) as a measurable KPI to track satisfaction and guide continuous improvement.
Results:
- Experience Measurement Framework: Introduced a Customer Happiness Index (CHI) as a new, standardized KPI for ongoing customer sentiment tracking.
- Operational Responsiveness: Enabled ~60% faster identification of satisfaction and frustration periods, improving service adaptability
- Employee Productivity Enhancement: Realized a ~25% improvement in shift planning and staff performance through data-driven scheduling and CHI monitoring.