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Hospitality
With such fierce competition in the hospitality sector, offering a consistent and strong customer experience across all your venues is crucial to survival and growth. And what better way to be sure you're giving your customers what they want, than by asking them? But that's the sticking point - existing customer feedback methods are not effective.
Comment cards at the table are rarely filled-in by busy (or pen lacking!) customers. You don't really want to pester people to fill in an at-table survey after their meal. And even if you verbally invite feedback, it's often too uncomfortable for customers to give an honest opinion face to face.
Post-experience feedback can be even more ineffective and sometimes even damaging. When a customer takes to the internet to give their review, the whole world can suddenly see any problems you have within your business.
Hospitality
TruRating offers a feedback tool to help you keep your customer experience offering across all your venues on track, so you can stay ahead of the competiton and continue to grow.
Not only does it offer customers a fast and private way to have their say during their time with you - resulting in an average of 88% of customers currently rating. But it gives you feedback like never before - timely, representative, and all from validated customers. Feedback you can then use to monitor how you are performing at all times, across all venues and spot issues before they cause damage to your business.
Hospitality
Representative, constant and timely
The majority of customers continue to participate every time they visit rather than filling out a one-off survey, so you have an ongoing, near real-time measure of how you’re doing.
Can be used to assess change and monitor issues
TruRating provides you with a daily pulse of data so that you can assess the impact of new menus or promotions, and track your performance over time. The heatmap function will show you when your performance is at its strongest and weakest, and how that matches up to shift patterns so that you can take steps like staff training to improve the overall consistency of your customer experience. And you can even add your own custom questions and change them quickly, allowing you to respond to events and maximise the insight you receive on the issues that are your top priority.
Helps you stay ahead of the competition
You can compare your performance against anonymised competitors, to see where your real areas of strength and weakness are within the industry.
Monitor differences in outlet performance
The benchmarking feature enables you to compare the performance of individual outlets against your other branches, so that you can assess how consistent your customer experience is across your chain.
Acts as a promotional tool
In addition, you have the option of setting up a free profile page on trurating.com for each of your outlets to show off the validated ratings you work hard to maintain.
Retail
Getting feedback is crucial when it comes to understanding how to improve your customers’ experience. But often shoppers just want to make a purchase and leave and don't have the time or patience to answer lots of survey questions. There's a chance you may succeed in getting them to respond once, but perhaps never again. Messages on receipts inviting customers to fill out surveys online have very low response rates, and mystery shopping is an expensive way to get feedback that’s hit and miss. You’re not getting a representative picture.
Retail
TruRating is so quick and easy that an average of 88% of consumers are rating when asked a question at the payment terminal - you get to hear from the majority, who are more than happy to give anonymous feedback when it doesn’t take extra effort or time, and they don’t have to give away personal details. You can feel confident in the knowledge that only genuine, validated customers have had a say - so you can make meaningful change based on truly representative data.
Retail
Faster customer insight, allowing for faster operational decisions
TruRating provides you with a regular pulse of representative data, so that you can assess the impact of new initiatives and track your performance over time. Customers continue to participate every time they shop with you rather than filling out a one-off survey, so you get an ongoing, near real-time measure of how you’re doing. And you can even add your own custom questions and change them quickly, allowing you to respond to events and store-specific issues, maximising the insight you receive on the issues that are your top priority.
Helps you stay ahead of the competition
You can compare your performance against anonymised competitors, to see where your real areas of strength and weakness are within the industry.
Linked to basket data and spend
Each rating is linked to transaction value so that you can identify which aspects of the customer experience have the strongest correlation to spend. And when integrated with your till systems, sentiment data can be tied in with basket information, loyalty data and much more.
Uses existing infrastructure, no investment in new hardware needed
No huge outlay or new staff needed - we're working with POS providers, acquirers and payment partners around the world and our experienced tech team can work with you to integrate TruRating within your existing till systems.
Monitor differences in outlet performance
The benchmarking feature enables you to compare the performance of individual stores against your other branches, so that you can assess how consistent your customer experience is across your whole chain.
Hotels
The hotel industry is all about how you’ve made your customers feel - which is why it’s so important to receive feedback. It’s likely that online review sites are one of your major channels for customer insight and self-promotion, but they can be incredibly damaging. One bad review can sit at the top of your profile page for weeks and have a serious impact on holiday-makers’ decisions. It’s frustrating enough when a single person’s unrepresentative experience holds sway, but even more upsetting to know that fake reviews could be disadvantaging you without grounds.
Hotels
TruRating ensures that only genuine, paying customers have a say, at the moment when they pay. Even if your customers have paid in advance, you can use TruRating to gather feedback in the hotel bar, restaurant or shop, or even at reception when they pay off a tab or purchase an extra activity. Not only do we cut out the fake reviewers gaming the system, we also help you to display a much more representative picture through our own consumer site. We reveal the voice of the many - the experience of most of your customers is what your potential customers will see.
Hotels
Insightful analytics
TruRating provides an analytics suite that’s updated with your ratings data daily, enabling you to target issues and resolve them quickly. You can drill right down into the statistics to find out how much more happy customers spend at the bar, for example, or identify which staff members might be having a negative impact.
Acts as a promotional tool
You also have control over an optional free profile page which shows your honest and truly representative ratings, alongside the description, details and images you choose to provide, and no one-off reviews from unidentified users.
Other Businesses
If you’re the manager or owner of a customer facing business - whether that’s a chain of hair salons across London, or a national travel services company - the customer experience is likely of crucial importance to you. You no doubt want to be offering a consistent brand experience across all your venues, and bringing in enough new and repeat business to continue to expand.
The ideal, would be being able to accurately monitor the customer experience you offer, day to day across all your venues. To ensure it's always positive and there are no underlying problems which could harm your business and lead to negative opinions being passed on and customers not returning. And be able to do so in a cost effective way and without much hassle.
The reality is, existing tools don't even come close to this ideal and can often even be more damaging to your business than helpful.
Other Businesses
TruRating is so quick and easy that an average of 88% of consumers are rating when asked a question at the payment terminal - you get to hear from the majority, who are more than happy to give anonymous feedback when it doesn’t take extra effort or time, and they don’t have to give away personal details. You can feel confident in the knowledge that only genuine, validated customers have had a say - so you can make meaningful change based on truly representative data.
Other Businesses
Faster customer insight, allowing for faster operational decisions
TruRating provides you with a regular pulse of representative data, so that you can assess the impact of new initiatives and track your performance over time. Customers continue to participate every time they shop with you rather than filling out a one-off survey, so you get an ongoing, near real-time measure of how you’re doing. And you can even add your own custom questions and change them quickly, allowing you to respond to events and store-specific issues, maximising the insight you receive on the issues that are your top priority.
Helps you stay ahead of the competition
You can compare your performance against anonymised competitors, to see where your real areas of strength and weakness are within the industry.
Linked to basket data and spend
Each rating is linked to transaction value so that you can identify which aspects of the customer experience have the strongest correlation to spend. And when integrated with your till systems, sentiment data can be tied in with basket information, loyalty data and much more.
Uses existing infrastructure, no investment in new hardware needed
No huge outlay or new staff needed - we're working with POS providers, acquirers and payment partners around the world and our experienced tech team can work with you to integrate TruRating within your existing till systems.
Monitor differences in outlet performance
The benchmarking feature enables you to compare the performance of individual stores against your other branches, so that you can assess how consistent your customer experience is across your whole chain.
How it works.
Faster, smarter, anonymous customer feedback via your payment terminals.
One question per customerOne question per customer
When a customer pays via card, a TruRating feedback question will be triggered upon card insertion. Or if connected to your POS, can be triggered by your tills at the start of a transaction, taking advantage of dwell time
5 core questions5 core questions
TruRating will rotate questions on Service, Product, Value, Recommendability and Atmosphere - the core customer experience indicators
One button responseOne button response
It’s one button to rate an aspect of the customer experience from 0-9 or one button to skip
Custom questionsCustom questions
You have the option of adding your own questions to the rotation - giving you tailored feedback
Hassle free set-upHassle-free set-up
You can register online today and have TruRating active on your terminals within days. Or contact us to discuss our straightforward POS integration options
88% response rate88% response rate
It’s quick & anonymous meaning an average of 88% of customers are happily rating in live venues across the UK and Australia
Your dashboard and mobile app.
All customer feedback collected via your payment terminals is transferred to your online analytics dashboard - accessible via any device.
Track performance over timeHow am I doing?
Assess performance across the key elements of your customer experience at di?erent times of the day and over periods of time
Set and track targetsHow do I compare?
Compare performance across your outlets and against aggregated anonymous competitors
Anonymous competitor comparisonWhat drives higher customer spend?
Discover which aspects of your customer experience have the biggest influence on average transaction values
Outlet comparisonWhat impact will my new initiatives have?
Test and track the impact of changes such as a new product range, staff training program or refresh of decor
Link sentiment to spendWhich products/services are happy customers buying?
Integrate with your till systems and link customer sentiment to basket data and your existing customer insight
Test initiativesAm I hitting business goals?
Set trackable targets for specific stores or teams
Your profile page.
You also have the option of displaying your ratings via an online profile page on trurating.com - soon to become an international customer recommendations site.
Honest and representativeHonest and representative
Show off your trustworthy and accurate ratings from validated customers
No user generated contentNo false user generated content
Your ratings are validated and you're the curator of everything else on you page. No more damaging and untrue reviews
A new promotional toolA new promotional tool
Use your page to promote your latest offers, enhance your SEO, win new customers and drive differentiation
Mass consumer attentionMass consumer attention
Our research shows a demand for a recommendations site you can trust. 96% said they would use trurating.com
Time to talk.
Find out how TruRating can help you get the customer feedback you need to improve your customer experience.