Frequently Asked Questions Support

When will an engineer be on site after I report a malfunction?

If you report a malfunction to our Service Desk, you will receive a Service Ticket number. We strive to have your ticket resolved within 10 working days. If you have an additional agreement (Service Level Agreement), other (often shorter) lead times apply. Interested in our Service Level Agreements? Please contact our sales consultants via sales.uk@pfm-intelligence.com.

Can you help me with missing data?

Yes, in several cases missing data can be retrieved. When this is not the case, we can complete these data based on historical data.

I have an old counting system from another supplier. Can this be connected to PFM?

It depends on the type of sensor you have in your store. Please contact our Service Desk via support.uk@pfm-intelligence.com and our technicians will investigate whether a PFM Logger can be connected. N.B. Our loggers are compliant with most POS systems.

Are these figures correct?

All our data is checked every day by an individual data manager.

In my retail store I see the numbers from the counting system at my cash register, but I think these are not correct. If I measure manually and compare, the system seems to count more people. How is this possible?

If you perform a manual count, it is important to count ALL people. For example the postman, your own staff and even a neighbour delivering a package. The PFM system counts all people and therefore does not identify potential customers.

PFM systems count all incoming and outgoing visitors. To assess the quality of the measurement, the incoming counts can be divided by the outgoing counts. If this value is higher than 1.05 or lower than 0.95, please contact us. It is possible that the sensors are no longer fully aligned. Our support staff are here to help and can get this fixed.

I have an old counting system from another supplier. Can this be connected to PFM?

Is it possible to see real-time data?

Depending on your system, we can provide real-time insight into the number of people at your location. You can read about this in the case study on Stedelijk Museum. Wondering if your system is suitable for this? Contact our Service Desk via support.uk@pfm-intelligence.com.

How does PFM comply with privacy?

We attach great value to Privacy. We regularly test our services against the current regulations and closely follow the developments in this respect. For example, we have updated our Privacy Statement, we set up a Q&A about Privacy and we have appointed a data protection officer.