Overview

Sensor calibration ensures that your people-counting sensors accurately detect visitors entering and exiting a location. This article covers when calibration is needed, what to prepare before a calibration session, and how the process works — both remotely and on-site.

When is Calibration Needed?

Calibration may be required in the following situations:

• Initial setup of a new sensor at a new location

• After a sensor has been physically repositioned or reinstalled

• After structural changes at the entrance (e.g. new door, signage, display unit in the counting zone)

• After a firmware update that affects detection parameters

• When sustained IN/OUT discrepancies above 15% are observed

• When reported visitor counts are significantly higher or lower than manual counts

• After a store renovation or layout change affecting the entrance area

Remote Calibration

Most sensor calibration adjustments can be performed remotely by the Vemco technical team without a site visit. Remote calibration covers:

• Adjusting the counting line position and angle

• Modifying detection sensitivity thresholds

• Setting or updating exclusion zones (e.g. staff areas, columns, display units)

• Correcting counting direction

How to Request Remote Calibration

Submit a support ticket with the following information:

• Location name and Vemcount location URL

• Description of what changed (renovation, sensor moved, etc.) and the date the change occurred

• Date range during which data looks incorrect

• Any reference images of the entrance area if available

On-Site Calibration and Site Survey

An on-site visit is required when:

• The sensor needs to be physically repositioned or remounted

• A new installation is being validated before going live

• Remote calibration has not resolved a persistent accuracy issue

• A full site survey is needed to plan sensor placement for a new location

What to Prepare for a Site Survey or On-Site Visit

• Floor plan or entrance drawings: Provide the site layout, ideally in PDF or CAD format, showing entrance dimensions and ceiling height.

• Access confirmation: Ensure the Vemco technician has access to the entrance area, including any locked zones.

• Internet connectivity: Confirm that a stable network connection (ethernet preferred) is available at the sensor installation point.

• Ceiling height: Provide the ceiling height at the planned sensor mounting point — this affects the sensor model selection and mounting angle.

• Contact person on-site: A store representative should be available during the visit to grant access and confirm the final sensor placement.

Requesting an On-Site Visit

Submit a support ticket with:

• Location name and full address

• Type of visit required (initial survey, calibration, or revalidation)

• Preferred date(s) and time window

• On-site contact name and phone number

After Calibration

Once calibration is complete:

• The Vemco team will notify you and confirm the calibration is live.

• Monitor the IN/OUT balance in Vemcount for the following 24–48 hours to confirm accuracy has improved.

• If discrepancies persist, reply to the original ticket with updated data and screenshots.

• Historical data from before the calibration date is not automatically corrected — request a data adjustment ticket if needed.

Accuracy Verification

To independently verify sensor accuracy:

• Conduct a manual count at the entrance over a 15–30 minute period.

• Compare the manual count against the Vemcount live or hourly data for the same period.

• Share the comparison in your support ticket — this significantly speeds up diagnosis.