Giving customers a way to give feedback when they pay

TruRating’s official launch in New Zealand opens the door to providing a new way for consumers to give feedback to retailers, quickly and anonymously.

Using the payment terminal, TruRating presents customers with a single feedback question, asking them to rate an aspect of their experience using the keypad. 

Founded in 2014 by UK tech entrepreneur Georgina Nelson, the industry-leading response rates generated by the solution helps merchants better understand the ‘silent majority’ of customers who usually wouldn’t provide feedback. With an average response rate of 88 percent, TruRating has processed millions of customer ratings worldwide.

ANZ managing director, Dylan Berrington, says TruRating’s vision for New Zealand is to give more customers a greater voice, which in turn allows retailers to deliver better customer experiences, simply by integrating with their existing payment technology.

“Collecting customer feedback at the point-of-purchase, gives companies a real-time view of customer satisfaction and overall company performance on key metrics such as service, value and product selection. By listening to customers, businesses can then use this knowledge to improve their offering and grow customer loyalty,” he adds.

TruRating’s official New Zealand launch follows a successful nine-month soft launch with a variety of local merchants.
Kathmandu GM retail stores & operations, Stephen Domancie says “The voice of the customer is hugely important for us at Kathmandu and TruRating has allowed us to transform the way we engage with our customers. We now receive feedback from the majority of our customers in-store and make enhancements based on their real-time feedback.  
“As a result of this feedback in conjunction with key business initiatives, we have seen a direct positive impact on customer satisfaction and having just launched TruRating in-stores in New Zealand, we are excited to see what successes we can replicate based in this market.” 

Bendon’s Joanne Blood, general manager – retail says, “TruRating has given us the capability to look at our business in a different light, helping identify key points of customer engagement associated with driving value generation across the company. 
In addition, it also gives us the tool sets to then effectively monitor staff in the field, ensuring consistent delivery against these KPIs. A game changer for us.”

Kathmandu, New Balance, RPG/Nike, Bendon and airport retailer AWLP, are some of the notable businesses now live with the service in New Zealand.

TruRating have also partnered with KidsCan as their New Zealand charity of choice.