Otter Analytics: Your Guide to Reports and Insights

At Otter, we believe that restaurant owners should be able to focus on the things that are most important to them: their food and their customers. When we rolled out our new Analytics section, our goal was to give restaurateurs the ability to understand how their digital business is performing, across all of their stores and all of their delivery partners, in a single dashboard and at no extra cost to them. With Advanced Analytics, we offer a deeper look into your performance.

Otter Analytics gives you a 360 view of how your restaurant is performing through our best-in-class data & analytics dashboard. Monitor and grow your business performance across multiple brands, locations, and delivery partners—while Otter identifies actionable Analytics to take your business to the next level.

With advanced Analytics you can find cheat codes for making your restaurant operations more efficient. Access Analytics to understand the why behind order issues, lost revenue, cancellations, and availability details. Accomplish operational excellence and reap the benefits.

Order Issues

Take a deep dive into your order issue rate and order issue type. Learn what time of the day and what day of the week you get the most order issues so you can take action and stop missing on those sales. With Advanced Analytics you can access:

• Order issue rate
• Error charges
• Store ranking
• Order issues heat map by day and hour
• Issue types
• Product ranking by issue type
• Channel breakdown by number of issues or error charges

Availability

One of your stores was paused during operating hours and you missed some sales? Learn what’s your avoidable downtime or Analytics into the day and time your stores are usually paused and more. Get access to:

• Avoidable downtime rate
• Store ranking by down time or missed orders
• Availability heat map by day and hour
• Downtime reasons
• Channel breakdown by total downtime and missed orders

Order Cancelation

Get insights into why your orders are getting canceled and learn what are the most common cancellation reasons. Learn:

• Avoidable cancellation rate
• Missed sales
• Total canceled sales
• Store ranking
• Cancellations heat map by day and hour
• Channel breakdown by canceled orders and sales

Advanced Reports

With Advanced Reports, we’ve provided our customers with an additional level of granularity and richness in Otter Reports, including the addition of new columns and levels of aggregation to even further support their restaurant’s operations, finances, and performance.

The most notable features in the Advanced Reports are the inclusion of financial data points like commissions, payouts, and tips as well as prep times (for Order Manager customers) in the Store performance and Orders details report. These additional fields give customers all of the data they need to efficiently run their business in a single place.

• Day-by-Day Reporting: Exports your store’s top-line and lost revenue performance broken out by day to build out advanced models.
• Financial Data: Commissions, Payouts, and Tips give you the ability to consolidate your financial reporting into a single place.
  
• Advanced Product & Modifier Reporting: Our new product/modifier report is unlike any other. With this report you’re able to better understand the impact of modifiers on your business & which modifiers pair best with which items.
  

• Report Toggle - The report toggle is visible for all Otter Business Manager customers and Advanced Reports users will be able to instantly take a deeper look of their performance metrics.
  
• Much More Data - Users with Advanced Reports enabled will see the additional data points in their accounts. We’ve added the following data points to Advanced Reports.
  • Store performance: Now you can see your restaurant performance, commissions, and payouts by date and channel.
  • Order Details: We’ve expanded the order details to include date, fulfillment channel, delivery fees, tips, net fees, payment method, order issues and ratings, prep time, and delivery time.
  • Product & Modifier: You can now understand your menu better than ever before by analyzing how different modifiers pair with different items and better understand what combinations are most popular.
  • Lost Sales: You can now see your lost sales by date and time, allowing you to better understand trends and maximize your revenue.
  • Delivery Metrics: You can take advantage of filtering data by Delivery provider in the "Delivery providers" dropdown selection and see 13 rows with key delivery information within the advanced report.
    

Questions	Answers
How much does Advanced Analytics cost?	You can get Advanced Analytics starting from $20/month per location if you have not signed up for an Otter package. Advanced Analytics is included in our Pro bundle and it’s available for customers that signed up for the Otter Analytics product.
Are the reports and data exactly the same as what I would find from my delivery partners’ portals?	You might notice a few differences in how we define the metrics.
How can I learn how to use each of the different reports?	For the most up to date information, please refer to the Otter Help Center.
How will Financials show data that’s been disputed as part of Disputes / Order Remake?	They will not be shown in the Financials - Payouts report. However, you will still be able to see order adjustments when they go to the details of each pay statement.
How can I get Advanced Analytics?	Please contact support for help.
I have ideas to make the product better. How do I get in touch?	Please fill out the feedback form so that we can reach out to you shortly.

The Business Performance tab within Analytics provides details about your restaurant's sales and orders.

The Business Performance page contains metric cards for:

• Gross Sales
• Order Volume
• Avg. Order Value

Metric cards present the below universal filters:

• Time
• Brands/Stores
• Channel
• Fulfillment mode

Additional filters:

• View: Default, Channel, Location, Brands and Order Ratings
• Graph: Line, Area, Heat map
• Data Set: 7-day rolling, Raw trend
• Granularity: Hour, Day.
• Comparison: Compare to the previous period, compare to previous year.

Table Columns

Column	Details
Organization:	Name of the Organization.
Date Trend Line:	Shows the weekly trend and measures the current delta of the selected metric.
Order Count:	Quantity of orders sold.
Gross Sales:	Total sales of a company, unadjusted for the costs related to generating those sales.
AOV:	Average Order Volume

The Operational Excellence tab within Analytics provides details about how your restaurant is running its operations and how to optimize its efficiency.

The Operational Excellence page includes metric cards for:

• Order Issues
• Cancellations
• Missed Orders
• Downtime
• Time to accept

Metric cards present the below universal filters:

• Time
• Brands/Stores
• Channel
• Fulfillment mode

Additional filters are:

• View: Default, Channel, Location, Brands and Order Ratings
• Graph: Line, Area, Heat map
• Data Set: 7-day rolling, Raw trend
• Granularity: Hour, Day

Table Columns

Column	Details
Organization:	Name of the Organization.
Date Trend Line:	Shows the weekly trend and measures the current delta of the selected metric.
Order Issue Rate:	The percentage of orders with issues compared to the total number of orders completed during this date range.
Total adjustments/Error Charges:	Total value of adjustments or error charges for this date range.
Total number of orders with issues:	Total number of orders with issues during this date range.

Otter Analytics: Menu Performance is a new feature that provides visibility to restaurant operators on how their menu is performing at an item level. Menu Performance provides different levels of aggregated views across platforms for different locations so owners can check how their menu is doing at a glance.

Features Included:

• Universal filters for time, brand/stores, and channels
• The ability to filter metrics by top vs bottom-rated items
• Menu Item Performance:
  • Shows the top or bottom 10 menu items over the selected period depending on the filter
  • Revenue brought in by these items over the selected period
    • Including a delta compared to the previously selected time frame.
  • Modifiers:
    • Shows the top or bottom 5 rated modifiers over the selected period depending on the filter
    • Total modifiers sold
    • Pie chart showing a breakdown of top 5 or bottom 5 modifiers depending on the filter
  • Item Combinations:
    • Shows the top or bottom 5 item combinations over the selected period depending on the filter
    • Total number of combinations sold
    • Revenue brought in by these items over the selected period
      • Including a delta compared to the previously selected time frame.

Features Included:

• Menu Item performance summary over time
• Ability to customize graphs at the item level
• Universal filters for time, brand/stores, and channels
• Additional filters for top 10 vs bottom 10 items and Total Sold vs Total Revenue per item

Table Columns

Column	Details
Menu Items	Menu item name.
Total Revenue	Total revenue made per menu item.
Total Sold	Quantity of menu items sold

Features included:

• Metric Card under Menu Performance showing
  • Unique unavailable items: The delta in a % from the previous selected period
  • Count of unavailability events: The delta in a % from the previous selected period

Menu Item - Unavailability Report shown as part of the Menu Performance Page

Features included:

• Universal filters:
  • Time
  • Brands/Stores
  • Channel
  • Fulfillment mode
• Metrics
  • List of unavailable items
  • Store ranking by unavailability events
  • Heat map of time of day for
    • Unavailability events
    • Items
  • Trend line for:
    • # of unavailable items
    • # of unavailability events
      Time unavailable

Features Included:

• Universal filters for time, brand/stores, and channels
• Pie chart showing a breakdown of top or bottom modifiers depending on the filter
• Total modifiers sold
• Count or revenue of modifiers sold at the individual modifier level
  • Including a delta compared to the previously selected time frame.

Table Columns

Column	Details
Menu Items	Modifier name.
Avg. Price	Average price of the modifier item.
Orders	Quantity of modifier sold.

Features Included:

• Universal filters for time, brand/stores, and channels
• Pie chart showing a breakdown of top or bottom combinations depending on the filter
• Total combinations sold
• Count or revenue of modifiers sold at the individual modifier level
  • Including a delta compared to the previously selected time frame.

Table Columns

Column	Details
Menu Items	Items in combination
Avg. Price	Average price of the modifier item
Orders	Quantity of modifier sold.

With Otter Refresh, we are no longer selling Boost but rather Promotions. Promotions are found under the Analytics tab as Marketing.

The Marketing tab within Analytics provides you with a comprehensive overview of your sales and order data in relation to promotions, including Otter Promotions data (if applicable). This means you will get additional insight into the ROI and performance of applied promotions scheduled through Otter.

• Otter Promotions Customers - if you have been onboarded to Promotions, the charts will include promoted order, non-promoted, order & Otter-promoted order data.
  
• Non-Promotions customers - if you have not been onboarded to Promotions, the charts will only include promoted order and non-promoted order data. Self-serve onboarding coming soon!
  

The promotion management page is comprised of a high-level summary of your promoted sales, payout, and marketing ROI:

• Pricing and Billing
• Promoted Sales
• Payout
• Return on Investment "ROI"
• Total Order Volume
• Promotions Types
• Store Ranking
• Average Order Volume

 

• $2/ active location / day
• Promotions billing is based on a “per day” usage rate. This means that instead of paying a fixed price at the beginning of each month per location, that rate is converted into a daily rate and the customer is only charged for the days where Promotions is active.
  • Example Breakdown: If a customer subscription is $60 CAD a month per location, then their daily rate is calculated as follows:
    • $60 / 30 days = $2/day

    • Example Scenario: Promotions was active for 25 days in November (30 days)

      • $60 / 30 days = $2/day

      • $2 x 25 = $50 Otter Promotions Billing

This area chart shows your total sales and breakdown in sales for Otter-promoted sales, Non-Otter Promoted sales, and non-promoted sales. Hover over any data point to view metrics and the % change based on the timeframe selected in the filter.

This area chart shows your total payout and breakdown in payout for Otter-promoted payout, Non-Otter Promoted payout, and non-promoted payout. Hover over any data point to view metrics and the % change based on the timeframe selected in the filter.

This area chart shows your total discounts and breakdown in discounts for Otter-promoted discounts, and Non-Otter Promoted discounts. Hover over any data point to view metrics and the % change based on the timeframe selected in the filter.

This line graph breaks down ROI for Otter-promoted and Non-Otter promoted, promotions. Hover over any data point to view metrics and the % change based on the timeframe selected in the filter.

• ROI = Promoted Sales / Discounts

• Otter Promotions ROI = Otter-promoted Sales / Otter-promoted Discounts

• Insight: “You’re generating $X.XX for every $1.00 spent”

This stacked bar chart displays your total order volume broken down for Otter-promoted, Non-Otter promoted, and non-promoted orders. Hover over any data point to view metrics and the % change based on the timeframe selected in the filter.

Promotions Types

This bar chart displays promoted sales broken down by the various promotion types available. Promoted sales are defined as Otter-promoted and non-Otter promoted sales (if the customer is on Otter Promotions).

This bar chart displays ROI broken down by the various promotion types available.

This stack ranked list displays stores by highest promoted sales with the change in sales displayed as a %. Promoted sales are defined as Otter-Promoted and non-Otter promoted sales (if the customer is on Otter Promotions).

This stack ranked list displays stores by highest ROI with the change in ROI displayed as a %.

Detailed Store Ranking displays a stack ranked list of stores…

This line graph shows the average order value for Otter-promoted, Non-Otter promoted, and non-promoted orders over a given timeframe used in the filter. Hover over any data point to view metrics and the % change based on the timeframe selected in the filter.

Explore our Staff tool in Business Manager that merges labor data (shift schedules, time punches) and order data (prep times, order ratings) to offer actionable insights on staff performance and labor efficiency. We support multiple Labor Management Systems (LMS) like Deputy, Homebase, 7shifts, and WhenIWork, ensuring compatibility and ease of access. Optimize your workforce and streamline operations with our intuitive solution.

Labor Insights

Red box: Labor as percent of Sales This graph takes your labor spend (wages * worked hours for each staff member), and tracks it as a percentage of your sales revenue. The goal metric is currently set globally at 15%. Let us know if you’d like to set this goal yourself!
Yellow Box: Staff Performance This list ranks individual staff performance on several metrics: Using the dropdown, you can display ranking lists for: Orders/hour Average Prep Time Average Star Rating Order Issues Rate Clicking on the “View Staff Performance Report” opens a more detailed view of individual staff performance - more details on this screen in the Performance section of this page.
Green Box: Labor Hours This chart shows the development of your labor hours in a given period The data is sourced primarily from your timepunch data. If no timepunches are available, it displays scheduled hours.
Blue Box: Staff hours Optimization This chart takes your order volumes for a given period and calculates an optimal staffing rate to meet demand. The chart also compares this optimal staffing rate against the actual staffing rate and calls out days where the kitchen may have been overstaffed.
Purple Box: Orders per labor hour This chart is meant to give operators an idea of labor efficiency over time. each 15-minute bucket is more or less blue based on how many orders are processed per scheduled labor hour.

---

Performance: Aggregate

The Performance page provides individualized performance metrics for each of your employees.The main chart shows aggregate statistics, and can display: Orders / hour Average Prep Time Average Star Rating Order Issues Rate Operators can drill down into individual performance by clicking on staff member names in the table below the main chart.

---

Performance: Individual Staff Member

When clicking on a staff member on the Performance screen, operators reach the Individual Staff Member Performance screen. This screen shows a graph comparing individual performance to the average, as well as shift-specific performance data.

• Homebase labor data

1. On Business Manager, click on the Integrations Tab > Explore and connect Homebase
2. In Homebase, navigate to Settings -->API Access and copy the API Key. Keep this tab open.
3. Return to Otter, and Paste the API Key into the field, and sign in.
4. Allocate your store in Homebase to your Brand Name and Location Name.
5. You're all set!

• ---

  Deputy Labor data

1. Log in to your Deputy account.
2. Find your browser address bar. Your URL should look like this: business.xx.deputy.com
3. Copy your Deputy subdomain. Your Deputy subdomain is the part of the URL before .deputy.com. In this example, it's otter.na.
4. Paste your Deputy subdomain into Otter.
5. Go to the Deputy API access management portal. To the end of your Deputy URL, add: /exec/devapp/oauth_clients
6. Click "New OAuth Client".
7. Enter "Otter" into "Name"
8. Enter "localhost" into "Redirect Uri".
9. Click "Save This OAuth Client".
10. Click "Get An Access Token".
11. Copy your Deputy API Key. Your API Key will be a series of letters and numbers.
12. Paste your Deputy API Key into Otter.
13. Click "Sign in", then follow the rest of the instructions.
14. You've connected your Otter and Deputy accounts!

• ---

  7shifts data

1. On Business Manager, click on the Integrations Tab > Explore and connect 7shifts
2. In a separate tab, log in to your 7shifts account.
3. Hover over your profile picture, and click on My Account.
4. In the left-hand menu, Click on Developer Tools.
5. Click Show to display your API Key.
6. Copy your API Key.
7. Return to your Business Manager tab and paste your API Key into the API Key field.
8. Click on Sign in.
9. Now it's time to link your 7shifts stores to your otter stores. First, select the brand you want to link to the store location listed.
10. Next, link the 7shifts location to your Otter Location.
11. Click on Done.
12. You're all set!

• ---

  When I Work data

1. On Business Manager, click on the Integrations Tab > Explore and connect When I Work
2. Log in to your WhenIwork account in Otter.
3. Attribute each of your stores to a Brand ID and a Location name.
4. You're all set!

Otter Analytics: Ratings and Reviews is a new feature of Advanced Analytics that provides an easy-to-understand dashboard of their stores’ ratings and reviews across delivery apps.

Ratings and Reviews will empower restaurateurs to discover patterns in rating trends over the last 3 months, reviews across channels and store by store performance - from their customers’ eyes.

• Universal filters for time, brand/stores, and channels.
• Ratings Breakdown:
  • Average rating for the selected period.
  • Total reviews for the selected time.
• Average weekly ratings:
  • Line chart showing your ratings by the delivery apps.
• 5 most recent reviews:
  • Most recent reviews for your brand over time.
  • Universal filters for time, brand/stores, and channels.
  • Additional sorting for latest or oldest reviews.
• Store ratings:
  • Shows your top 5 stores or bottom 5 stores by location.
  • Average rating.
  • The total number of votes counted for the average rating.

 

5 most recent review scorecard

Features included:

• Most recent reviews for your brand over time.
• Universal filters for time, brand/stores, and channels
• Additional sorting for latest or oldest reviews

Data included:

• Delivery app
• Date of review
• Star Rating
• Store location
• Order
• Review text.

Store rating scorecard

Features included:

• Universal filters for time, brand/stores, and channels

Table columns:

Column	Details
Stores	Store corresponding to the rating.
Brand	Brand corresponding to the rating.
Rating	Average rating for the associated store
Voice	The total number of votes counted for the average rating.

1. Navigate to the Business Performance page to find the “Gross sales” graph showing the total sales without deductions such as commission, adjustments, or other fees. Please note that this report does not include canceled orders.

You can also filter your reports by adding a custom range as shown below. The date range that can be viewed or exported is up to 365 days and you will be able to view or export data up to 3 years in the past.

2. Click the link underneath the graph to “View store performance report” containing the store performance data table.

3. Column Definitions:

• Brand: virtual brand associated with the order placed
• Location: location associated with the order placed
• Gross sales: total sales without deductions such as commission, adjustments, canceled orders, taxes or other fees.
• Order volume: quantity of total orders
• Avg order value: average monetary value of orders
• Avg basket size: average number of items in orders
• Avg star rating: average customer ratings for orders
• Total ratings: total amount of customer rated orders

 

1. Navigate to the Orders page to find the “Order volume” graph showing the total number of completed orders over any given period of time.
   
2. Click the link underneath the graph to “View order details report” containing the Order data table.
   
3. Column Definitions:
   • Order volume: quantity of total orders
   • Brand: virtual brand associated with the order placed
   • Location: location associated with the order placed
   • Date {MM/DD/YYYY HH:DD}
   • Channel: delivery service, pickup service, or other mode of ordering
   • Order ID: unique ID for completed order
   • Order status: last known delivery/pickup status of order
   • Subtotal: sum of items ordered
   • Tax: taxed amount based on regional tax laws
   • Discounts: discounts provided through in-app marketing and promotions
   • Error charges: negative charges associated with order issues

1. Navigate to the Menu Performance page to find the “Top items by unit sold” donut chart showing the products with most individual units sold.
   
2. Click the link underneath the graph to “View menu report” to view a larger view of the graph with and the full menu items data table.
   
   
   
   
3. Column Definitions:
   • Top items by unit sold: list of top items by units solid
   • Items sold: quantity of items sold
   • Item name: name of items
   • Gross sales: total sales without deductions such as commission, adjustments, canceled orders, taxes or other fees.
   • Units sold: quantity of items sold
   • Avg price: average price of item sold
   • Unique orders: quantity of unique orders with item included
   • Order issues: quantity of orders with issues for an associated item

1. Navigate to the Operational Excellence page to find the “Lost sales” graph showing sales lost due to operational issues like cancelled, missed, or negatively adjusted orders.
   
2. Click the link underneath the graph to “View lost sales report report” containing the Order data table.
   
3. Column Definitions:
   • Lost sales: aggregate totals for sales lost due to operational issues like cancelled, missed, or negatively adjusted orders.
   • Cancelled sales: negative sales associated with canceled orders
   • Error charges: negative adjustments associated with order issues like missing items
   • Missed sales: sales missed due to not accepting the order in time.
   • Brand: virtual brand associated with the order placed
   • Location: location associated with the order placed
   • Order volume: quantity of total orders
   • Net sales: subtotal of sales that are not cancelled, missed, or error charges
   • Cncl orders: quantity of cancelled orders
   • Cncl sales: value of cancelled orders
   • Missed orders: quantity of missed orders
   • Missed sales: value of missed orders
   • Order issues: quantity of orders with issues
   • Error charges: value of negatively adjusted orders due to issues
   • Lost sales: aggregate value of lost sales

1. Navigate to the Availability page to find the “Uptime” graph showing the percentage of time storefronts were online during normal menu hours.
   
2. Click the link underneath the graph to “View availability report” containing the Availability data table.
   
3. Column Definitions
   • Uptime: percentage of time delivery services were online compared to set store hours
   • Brand: virtual brand associated with the order placed
   • Location: location associated with the order placed:
   • Channel: delivery service, pickup service, or other mode of ordering
   • Start time: timestamp of when the pause was initiated
   • Time: duration of time the store was offline/unavailable
   • Type: type of pause - intentional by staff via Otter tablet or unintentional by delivery services
   • Reason: selected reason for pausing by operator for intentional pauses

Question	Answer
What happened to the Dashboard?	The ‘Dashboard’ page has been stripped down to just the ‘Today’ Live Data graph/components and the page has been renamed to ‘Live Monitoring’ accordingly. Please utilize the new ‘Store Performance’ and ‘Order details report’ to view dynamic graphs and tables of your restaurants’ performance.
Where is the Partners report?	The Partners report is currently under construction and will be released in a future version. In the meantime, restaurants can utilize the filters to view and compare performance between each delivery partner in the Store Performance report.
Why can’t I click on an Order to view the items ordered?	The original Orders report with the functionality to view the ticket is still available in Business Manager in its own section, ‘Order History’. Please see the side navigation bar to find the report under ‘Order History’.
Can I see more than 800 data rows?	Yes! Business Manager now supports robust data tables without a limit on the number of rows.
Where is the side-bar navigation menu in mobile?	When using mobile, the menu can be accessed using the hamburger menu icon in the top-right corner.
Can I change back to the old reports/views?	No, the new reports are laying the foundation for future releases and features.
Where are the old reports I am used to seeing?	The old reports have moved to our new Reporting page! You can view more information in the “Where are the new reports?” section above.
How long of a date range can I view or export data?	You will be able to view or export up to 365 days of data.
How far back in time can I view or export data from?	You will be able to view or export up to three years in the past.
What happened to the commission/payout summary cards on the ‘Order History’ page?	They are currently under construction and will be released in the future.

If you need additional help or information, you can contact support via the following:

• Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
• Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
• Email - Fill out this form and our support team will respond via email within 24 hours.

Metrics Explorer allows restaurant operators to create their own custom analytics reports to meet their specific and varied reporting needs. Users create charts and tables by selecting a metric, breakdown dimension, and chart configuration.

Features

• New Metrics Explorer tab in the Analytics App
• Metric selection: ability to select any metric* from the Otter metric catalog such as Gross sales, Order issues, Promoted sales, etc
• *metrics based on Analytics package
• Filter selection: ability to select available filters based on the selected metric and data set
• Dimension selection: ability to select a dimension to breakdown the data based on the selected metrics. All metrics include Channels, Locations, and Brands as available dimensions. Certain metrics will have additional dimensions available such as Cancellations > Cancellation reason
• Data table displaying the selected dimension with daily breakdown columns
• Export the data table to CSV
• Search bar in the data table

 

Frequently Asked Questions

Question	Answer
What metrics can I explore?	Your metrics will be dependent on the plan you currently have. Advanced Analytics customers (Otter Advanced Analytics, Pro, Standard, and Premium) get access to a wider range of metrics including downtime, order issues, cancelations, and more.
When should I use the metrics explorer vs. the other reports in Analytics?	Think of the metrics explorer as an analytics “workbench” that allows you to immediately examine any metric across all your reports. Meanwhile, the built reports in Analytics have all the metrics per functional area of your business. A good idea is to use: Metrics Explorer: Going deep into a specific metric, analyzing patterns and grouping by dimensions Standard Reports: Understanding each functional area of your business - operations, menus, etc.
Can these reports be exported?	Yes, there is an export button above the data table.
Can these reports be scheduled?	Yes, and no. The report created in the Metrics Explorer feature cannot be scheduled directly but, you can create the same report in Scheduled Reports using the report builder.

Otter Availability Reporting is a new feature within the Otter Analytics app that provides you with historical data around your business’s uptime and downtime performance. This allows you to make informed decisions to improve operations.

 

---

Availability Reporting + Always On

If you have an Always On Subscription, you will have access to metrics related to how Always On has impacted your business.

 

---

Downtime Features

Downtime Metric Cards	Downtime Heat Map	Downtime Graph

• Universal filters:

  • Date

  • Brands/Stores

  • Channel

• Metric Cards for:

  • Downtime: The portion of time storefronts were unexpectedly offline

  • Always On impact: Estimated increase of sales from Always On enabled feature*

    • *Not available in all plans or regions

  • Estimated Lost Revenue: An estimated dollar amount of lost revenue caused by today’s downtime.

    • Est. Lost Revenue is based on the averages over the past 5 weeks of the specific day, hour of the day, and the unavailable minutes.

  • Highest Downtime: Breakdown by percentage and store location

  • Top Downtime Reason: Breakdown by percentage

• Graph or chart of the downtime

• Offline Log of downtime

  • Exportable

  • Table format

• Additional filters:

  • Graph: Line, Heat map

  • Data Set: 7-day rolling, Raw trend

  • Granularity: Hour, Day

  • Comparison: Compare to the previous period, Compare to the previous year

---

Offline Activity Log Columns

Column	Details
Location	Store location
Brand	The brand being sold
Channel	The online ordering platform
Offline Time	The time of the offline event
Always On*	Was your store turned back on through the Always On feature (*not available for all plans)
Duration	The total time of the offline event
Category	Intentional or unintentional offline event
Reason	The reason the store was offline, if available

Estimated Lost Revenue Features

Lost Sales Metric Cards	Lost Sales Heat Map	Lost Sales Graph

• Universal filters:

  • Date

  • Brands/Stores

  • Channel

• Metric Cards for:

  • Downtime: The portion of time storefronts were unexpectedly offline

  • Always On impact: Estimated increase of sales from Always On enabled feature*

    • *Not available in all plans or regions

  • Estimated Lost Revenue: An estimated dollar amount of lost revenue caused by today’s downtime.

    • Est. Lost Revenue is based on the averages over the past 5 weeks of the specific day, hour of the day, and the unavailable minutes.

  • Highest lost sales: Breakdown by percentage and store location

  • Top Downtime Reason: Breakdown by percentage

• Graph or chart of Estimated lost Revenue

• Additional filters

  • Graph: Line, Heat map

  • Data Set: 7-day rolling, Raw trend

  • Granularity: Hour, Day

  • Comparison: Compare to the previous period, Compare to the previous year

Frequently Asked Questions

Questions	Answers
What package will this feature be under?	The Availability Reporting feature will be available to all customers with the Advanced Analytics, Always On or Pro Packages. For our new packaging structure this is an add-on to Lite, included in Standard and Premium packages. Not available in all regions
How do you calculate Downtime?	Downtime is calculated as: Total unexpected downtime across channels today divided by total expected opening hours today.
How do you calculate Estimated Lost Revenue?	Estimated Lost Revenue is based on the averages over the past 5 weeks of the specific day, hour of the day, and the unavailable minutes.
Is there any lag/delay in the data?	There is up to a 3-hour delay in the data where it may not match the data of an online food ordering platform. This data is gathered through polling, so it is also possible there will be a small difference in the data from the online food ordering platform.

Customer Analytics allows you to better understand your customer base and how many are returning customers. This report focuses on three main metrics: Total Customers, Returning Rate, and Average Customer LTV (lifetime value).

Features:

• Total customers: The number of customers who have ordered at least once in a given time period.
  • Hero Metric Card: The number and percentage change based on the time filter.
  • Charts, Metrics, and Tables:
    • Default: The total number of customers charted over time with a table containing columns for organization, time frame, total customers, returning rate, order count, gross sales, and net sales.

    • New vs. Returning Customers: Split data charted over time with a table containing columns for total customers, order count, gross sales, net sales, and AOV for New and Returning customers.

    • Order frequency: A bar chart displaying the number of customers per order frequency (1st, 2nd, 3rd…. 9th, 10th)
    • Channels: The total amount of customers charted by delivery platforms with a table containing columns for the delivery platform, time frame, total customers, returning rate, order count, gross sales, and net sales.
    • Locations: The total amount of customers charted by location with a table containing location, time frame, total customers, returning rate, order count, gross sales, and net sales.
    • Brands: The total amount of customers charted by brand with a table containing columns for the brand, time frame, total customers, returning rate, order count, gross sales, and net sales.
      

• ---

  Returning rate: Percentage of customers in the selected time period who have ordered more than once.
  
  • Metrics: percentage, percentage change based on time filter

  • Charts, Metrics, and Tables:

    • Default: The returning rate charted over time with a table containing columns for organization, time frame, total customers, returning rate, order count, gross sales, and net sales.

    • Channels: The returning rate charted by each delivery platform with a table containing columns for the delivery platforms, time frame, total customers, returning rate, order count, gross sales, and net sales.

    • Locations: The returning rate charted by location with a table containing location, time frame, total customers, returning rate, order count, gross sales, and net sales.

    • Brands: The returning rate charted by brand with a table containing columns for the brands, time frame, total customers, returning rate, order count, gross sales, and net sales.
      

• ---

  Avg. Customer LTV: The Average Customer Lifetime Value is the average total gross sales that a customer had up until the end of the selected time period.
  
  • Metrics: The dollar value.

  • Charts, Metrics, and Tables:

    • Channels: The Avg. Customer LTV bar chart broken up by delivery platforms.
    • Locations: Avg. Customer LTV bar chart broken up by delivery platforms.
    • Brands: Avg. Customer LTV bar chart broken up by brands.
      

---

Frequently Asked Questions

Questions	Answers
What is a new customer vs. a returning customer?	Returning customers are your customers who have reordered in the last 90 days. Meanwhile, new customers are those who have only ordered once.
What is the returning rate?	This is the percentage of all your customers who have reordered in the last 90 days.
What is the order frequency dimension?	You’ll be able to tell how many of your customers order 1, 2, 3,...n times from you.
How is LTV calculated?	Think of LTV as the size of your business, on average, with each customer. Based on your gross sales, all the previous orders of your customers ever since up until the end of the time period you selected are added up and divided by the number of unique customers.
Do you recognize the same customer on one platform as the same one on another (eg. Uber Eats and DoorDash)?	We don’t currently support this, but you will still be able to compare your returning rate and LTV by channel accurately.