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With GrabMerchant Insights, understanding your business becomes easier. This feature is conveniently located on your home screen. By tapping the Insights icon, you can access a wealth of information about your business.

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User roles and access:

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 OwnerManagerCashier
Sales✔️✔️-
Customer Insights✔️✔️-
Offline rate✔️✔️✔️
Avoidable cancellation✔️✔️✔️
On-time preparation rate✔️✔️✔️
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How to read the Sales overview page\n

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Gross Sales

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You will be able to view the sales chart for the past week through GrabFood and GrabPay transactions.

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Bestseller items

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You can identify your most popular menu items and plan for future sales forecasts.

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GrabFood Average order value (AOV)

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The average amount spent on each order by GrabFood customers.

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GrabPay Average order value (AOV)

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The average amount spent on each order by GrabPay customers.

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Total orders
A pie chart that shows your order success breakdown.

Do note that you can view insights across three time periods: Today, Past 7 days, and Past 30 days.

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How to read the Customer insights page\n

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You will be able to view the total number of customers (from all business verticals) who have made a purchase from you for the week.
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Total customers
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Customers who placed at least 1 order with you in the specified time period.
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GrabFood Customer segments
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A pie chart that shows a breakdown of GrabFood customers who have purchased from you for the week.
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  • New: Customers who placed their first order with you in the past 90 days, including those returning after 180 days.
  • Repeat: Customers who placed more than 1 order with you in the past 90 days.
  • Reactivated: Customers who placed an order with you after more than 90 days of not ordering from you.
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GrabPay Customer segments
A pie chart that shows a breakdown of customers who uses GrabPay as a payment method for the week.

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  • New: Customers who have made their first order with you in the past 30 days.
  • Repeat: Customers who have made at least 1 order with you in the past 90 days.
  • Reactivated: Customers who have made an order with you after more than 90 days of not doing so.
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How to read the Customer reach page\n

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Customer Reach: Total number of unique customers who viewed your store

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Customer Visit: Total number of unique customers who clicked and visited your store’s menu page

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Customer Orders: Total number of unique customers who made purchases on your GrabFood store (only successful orders will be considered, excluding canceled orders)

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You will also get recommendations to create ads that will help boost your performance as well. These recommendations will only show up if you haven’t created an ad with us before.

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Offline rate\n

The offline rate shows how often your store was paused during the scheduled opening hours. You have the option to review this data over the past 7 or 30 days, allowing you to identify the days with the highest occurrences of offline instances.

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Top Instances:
Here, you can see detailed information on the date, duration, and cause of each offline instance at your store.

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Recommendations:
We provide tailored recommendations based on your offline rate and the identified top instances. These suggestions guide you towards features and practices that can effectively lower your offline rate and increase your operational efficiency.
 

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Avoidable cancellation rate\n

In this section, you'll find details about your avoidable cancellation rate. This metric represents the percentage of cancellations that could have been avoided.

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Contributing reasons: This part lists the main factors that have led to cancellations that could have been avoided by your business. These reasons will provide a clear understanding of the specific issues in your operations.

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Recommendations: These suggestions are designed to help you lower your avoidable cancellation rate, thereby improving your business operations and customer satisfaction.
 

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On-time preparation rate\n

This section provides insight into the timeliness of your order preparation. On-time preparation means having orders ready within the estimated target preparation time. This target time is calculated based on:

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To ensure your orders are prepared on time, we recommend two key actions:

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  1. Start preparing orders right away
  2. Use the 'ready' button when orders are ready for collection
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The 'ready' button is a feature that signals when an order is prepared. It triggers a notification to the driver to collect the order. The benefits of using the 'ready' button include:

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While there's no penalty for not marking orders as 'Ready', it's important to note that using the 'Ready' button prematurely can lead to inaccurate preparation time estimations, potentially resulting in shorter, less accurate future target preparation times

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