You used to shop with us most weeks. What changed?
O
Lapsed Customer Research
Interviewer agent · 1.1K uses
Interviewer Agent
Shopper Safety Perception Research
An incident problem and a reputation problem look identical in the data. They are not. Safety perception is the hardest thing for a property team to act on, because a survey score cannot tell you whether you have an incident problem or a story problem. Lighting, staffing and visible security fix one. Only sustained visible change and communication fix the other. This conversation finds out which you have.
Evening traffic recovered
Experience separated from reputation
Specific, actionable changes named
Used 1,312+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What they personally experienced at the propertyWhat they have heard from others or seen reportedWhich of the two is driving their behaviorWhether and how their visiting pattern has changedSpecific times or areas they now avoidConcrete changes that would restore an evening visit
Questions it always asks
The core fields every response captures.
Always distinguish personal experience from reported or second-hand accounts
Ask what specific change would make an evening visit comfortable
How it adapts
Follow-ups that change based on what people say.
If they describe something they heard rather than experienced, note the source without challenging it
If they avoid evenings specifically, ask what time the line is for them and why
Where it routes people
Different paths for different answers.
Send first-hand incident themes to property operations and security immediately
Route reputation-driven concerns to the communications and marketing team
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #property-ops in Slack when a first-hand incident theme repeats
Log perception findings against the property record in HubSpot
Create a follow-up task when a specific location or time is named repeatedly
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation is handled with care and never presses someone who is uncomfortable. It asks what the person has personally experienced at the property, separately from what they have heard from others or seen reported, and keeps those two strands distinct throughout. It then asks specifically what would make them comfortable visiting in the evening, pushing for concrete changes rather than general reassurance.
Getting started
- 1
Recruit current and lapsed visitors, including those who now avoid evenings
- 2
Brief the conversation to handle the topic gently and never press an uncomfortable participant
- 3
Decide in advance what you can realistically change: lighting, staffing, visibility, access
- 4
Route findings to property operations and to the communications team separately
Template Details
- Agent Type
- Interviewer
- Category
- Retail and e-commerce
- Business outcome
- Operate more efficiently
- Job to be done
- Interview customers & users
- Journey stage
- Feedback & evaluation
- Replaces
- 1:1 interviews
- Integrations
- Slack, Hubspot, Email
- Times Used
- 1,312+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- A safety rating on a survey cannot tell you whether the respondent has personally experienced anything. A property with a poor score might have an incident problem, a reputation problem, or both, and the remedies are almost entirely different.
- Asking directly about safety primes the concern. People who had not thought about it begin to, and the resulting score reflects the question as much as the property.
- Fixed questionnaires rarely capture which specific times, entrances or areas are avoided, yet that detail is what makes lighting, staffing and layout decisions possible.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation carefully keeps first-hand experience separate from second-hand accounts throughout, which is the distinction that determines whether you have an operations problem or a communications one.
- It is handled gently and never presses someone who is uncomfortable, which both respects the participant and produces more honest answers than a form that demands a rating.
- Because it asks which specific times and areas are avoided, the output points at concrete interventions such as lighting a particular route or staffing a particular entrance rather than a general instruction to improve security.
What is shopper safety perception research?
It is research into how safe people feel at a retail property and why, with a deliberate separation between what they have experienced and what they have heard. Perception drives behavior regardless of incident statistics, which is why a property with falling crime can still lose evening trade. Understanding which of the two is operating is the first step to addressing it.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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