Technology FAQ


How does it work?


A series of sensors collect Wi-Fi requests and low-level Wi-Fi traffic that Wi-Fi enabled devices (such as phones, tablets and wearables) are sending and receiving. The sensors are installed into key points in a measurement area, e.g. a shopping centre. They continuously send the collected data directly to our servers for profiling, using either a network or mobile data connection.

What type of data do you collect?


We collect:

  • Wi-Fi and Bluetooth detection requests, also called probe requests, sent out by enabled devices looking for networks or pairs to connect with.
  • Identifiers within Wi-Fi and Bluetooth traffic sent and received by enabled devices that are already connected to a Wi-Fi / Bluetooth network.


Is the data stored in a black box on site or does it go to the cloud?


The data gathered by the sensors is currently sent directly to the cloud. All of our clients’ data is stored on servers within Australia.

What data on individual visitors do the sensors collect?


Trendwise sensors capture the device’s unique identifier, along with signal strength and timestamp. No personal customer information is available using Trendwise™ passive monitoring techniques, however demographic information can be inferred via the behavioural analysis of visitation patterns.

Are there any privacy concerns?


Inhouse Group take privacy very seriously. The unique anonymous identifier of the device is obscured by a high level one-way encryption immediately after the sensor detects the device. This takes place on the sensor itself, before that information reaches our cloud. We never know the original anonymous identifier of the device, only the encrypted version. And even if we did know the original unique identifier, we have no way of associating that identifier with a person.

You can view our full Privacy Policy here.


Can you record travel paths?


Yes, we are capable of tracking travel paths as long as we are able to deploy the required number of sensors. The information we collect makes it possible to tell which sensors a device has passed and in what sequence. With the right number of sensors in key locations we can easily compile accurate travel paths.

How accurately can the sensors plot devices? Can you tell which of two neighbouring stores a shopper is in front of?


It is easy for us to determine exactly which store a shopper has been in front of. We measure both how near each shopper is to our sensors (proximity) as well as how long they have been within that sensor’s range (dwell time). Combining this information we are able to tell exactly where shoppers are stopping and spending their time.

The accuracy is however dependant on the number of sensors deployed (trilateration is ideal), the location of the sensors, the number of walls between the sensors, the shape of the measurement area, and how clear the line of sight between the sensors and the measured devices.


Do you maintain records of the unique identifiers to record revisits (for how long?)


We maintain records of identifiers for the purpose of tracking revisits for up to 10 years.

How does Trendwise™ analyse the data?


From the collected data, we generate various metrics around Potential, Engagement, Conversion and Loyalty. Examples include volume, dwell time, distribution, number of return visits, percentage of return visits, level of engagement and window conversion, among others. We are constantly expanding our library of metrics and always appreciate feedback and suggestions from our clients and partners.

How does your software display that data?


The data is displayed in a customisable Trendwise™ Dashboard. The dashboard consists of a number of simple reporting visualisations, or ‘tiles’ (eg: average peak time) that provides each user with a format that is relevant and easily accessible to them. You can move the tiles around to customise your own dashboard layout. You can also add more tiles with different data by clicking the tile grid icon in the top left corner.

Try the Trendwise Dashboard by requesting a free demo here.


How does the user get access to the data?


The user will receive login details to the Trendwise™ dashboard four weeks after signing up. Users can access the dashboard using any computer connected to the Internet, coupled with a modern web browser such as Firefox, Chrome or Internet Explorer (9 or newer).

Can you customise reports based on user requirements?


There are scenarios where our customers approach us with very specific requirements. We can create highly tailored reports based on those requirements. For more information on these reports, contact us at talktous@inhousegroup.com.au.

How much does Trendwise™ cost?


The cost varies for each individual deployment and is based on the number of locations, the number of sensors per location, and the number of users requiring access to the dashboard. Visit our pricing page.

How reliable is the service?


Sensor uptime is subject to a local power supply and internet connection. We use Amazon S3 cloud services based in Sydney to power our Trendwise™ platform. Amazon’s SLA guarantees a monthly uptime rate of 99.95%. Backups are created on a nightly basis, and the durability of those backups is, according to Amazon’s SLA, literally 99.999999999% (yes, eleven 9’s).

Our cloud server configurations are kept in a separate repository, so in the extremely unlikely event that our servers vanish from the face of the earth due to an Amazon S3 security breach, they can be rebuilt within 30 minutes using those stored configurations.

When using a client’s existing Wi-Fi network instead of our own sensors, the SLA and privacy statements change slightly, depending on the privacy adherence of the specific provider.

If you select to use your own Wi-Fi network, the accuracy and granularity of the physical data may be reduced. However, you may also be able to take advantage of additional Wi-Fi session analytics using platforms such as Cloud4Wi. Apart from tracking Wi-Fi session length and return rate, Wi-Fi session analytics helps to extract more demographic information through two methods:

  1. If the shopping centre is using “login to Wi-Fi using Facebook”, we’ll get an abundance of demographic information.
  2. If the shopping centre is offering Wi-Fi without registration, some demographic data can be
    inferred from the type of sites the users are visiting.

 

Installation & Dashboard FAQ


Why should I install a Trendwise visitor an analytics sensor?

Trendwise visitor analytics gives you seriously helpful information on how visitors interact with your business location. This in turn can help you make decisions about staffing, marketing, stock levels, opening hours etc. After installing a sensor, you can access an online dashboard. This helps you understand visitor engagement, peak times of day and week, loyalty, repeat visits and much more.

How do I sign up?

You can apply online for a single sensor under the product drop down bar, located at the top of the page, or send us an email on talktous@inhousegroup.com.au.

When can I expect to receive my sensor after signing up?


Once approved, you will receive your sensor within 2 weeks. Sensors are sent via Australia Post along with easy installation instructions and all the required cables.

How do I install Trendwise / what do I need?


Installing the sensor is quick and easy. The sensors need electricity and an Internet connection. In most cases, the Internet connection can simply be plugged into your existing modem or router and the power connection directly into a PowerPoint. If you don’t have a physical Internet connection, we can provide a 4G (mobile network) connection for an additional cost.

How many sensors will I need?


One sensor will provide a small business (of up to 200 square metres) with basic metrics such as dwell time, conversion rates and return visitation. For larger floor plans or more advanced metrics, you may require one sensor per zone or sub-location that you want to measure. For example: A department store typically needs one sensor for every section and retail chains needs one sensor at each store.

Can I add more sensors later?


Yes, you can add more sensors later for an additional cost. Please contact us at talktous@inhg.co for further information on this.

When can I access the data?


You can access the data 1-month from the day the senor was installed and begins sending data to us from your business. We use that first month to gather intelligence about your location to give you the best quality insights possible.

How do I use the dashboard?


After logging in, you will see a selection of ‘tiles’ (eg: average peak time) showing data about your location. You can move these tiles around to customise your own dashboard layout. You can also add more tiles with different data by clicking the tile grid icon in the top left corner.
To change the date range, select a start and end date, located in the top bar and click the refresh button to activate. By hovering over the graphs, you can see additional information such as the specific data collected on a particular date.

What is an engaged / interested / loyal visitor?


Your sensor can be set up with different thresholds to determine visitor interest levels. For example, a visitor to a café might be engaged after 5 minutes, but a restaurant patron might stay for 20+ minutes. To see your site’s parameters, click on the settings button. Please contact us at talktous@inhg.co if you wish to change any of these settings.

Can I compare data between multiple sites?


Yes, we can set up advanced comparison dashboards for an additional cost. Please contact us at for further information.

Who do I contact if I have questions?


If you have more questions, feel free to contact us:

Email: talktous@inhg.co
Phone: 1800 464 687