New reviews online are impactful because they get more customers into your business. But how about the customers that visit your business and don't have the best experience?

As you know, when customers leave, then get an SMS asking for feedback and when they respond negatively you and your team have the opportunity to reach out quickly (using Edge Chat) to get a better understanding and retain this customer. But are you actually retaining this customer? Are they coming back for visits?

Now you have the answer.

You can now see in real-time, who and how many customers you've been able to retain using Edge and in most cases (depending on Edge's integration with your point of sale) how much money these retained customers have spent.

Here's a quick rundown of how to use the Converted Customers feature:

How is it calculated?

Negative Experiences: is the number of 1, 2, or 3 star ratings collected via SMS through Edge.

Saved Customers: is the number of number of customers who returned and made a purchase after leaving a 1, 2, or 3 star rating via SMS through Edge.

Saved Revenue: is the revenue generated from customers that returned and made a purchase after leaving a 1, 2, or 3 star rating via SMS through Edge.

Why does it only go back to October, 2022?

This is when we started to collect the necessary information from your point of sale to display these data points.

Why don't these numbers exactly match what I have in my point of sale?

Sometimes, getting data from your point of sale is tricky. We have dedicated and continue to dedicate large amounts of time and energy ensuring that the data on the Edge dashboard precisely matches what you have in your point of sale but at times (i.e. your point of sale operating offline, point of sale updates) the data can be slightly off.

If you notice the data isn't close to what you have in your point of sale, please reach out to us and we'll quickly investigate why this might be.

Is this data updated in realtime?

Currently this data is updated nightly.

Here is a detailed view of the Retained Customers that you have been able to save using Edge.

Negative Review: is the date this customer has first responded negatively to the Edge SMS.

Visits Before: is the number of time this customer has visited prior to their negative response to the Edge SMS.

Visits After: is the number of time this customer has visited after their negative response to the Edge SMS.

Revenue Generated: is the revenue generated from this customer after their negative response to the Edge SMS.

Total Spent: is the revenue generated from this customer since the time

Using this tool, it should be even easier to measure the return on investment with Edge - in addition to the other value-adding features on the platform.