truRating Launches in Australia

By Julian Thumm | 02 Mar 2016

After several months of pilot programs, point-of-payment customer feedback start-up truRating has gone live in Australia.

UK-based point-of-payment rating start-up truRating has launched in Australia after several months of piloting the system. truRating is designed to empower customers to give feedback regarding their retail, hospitality or other service experience.

Retail customer data is at a premium, especially for bricks-and-mortar stores, which cannot collect customer data as easily as their online counterparts. truRating provides a simple system for gather customer feedback. Using a business’s EFTPOS machine, truRating presents customers with a single feedback question, asking them to anonymously rate an aspect of their experience using a scale of 0-9 on the keypad.


The system has a set of five standard questions (service, value, experience, likelihood to recommend, and product), which rotate, ensuring that customers are asked about one aspect of their experience. Merchants can also add two custom questions to better gather data specific to their business. Customer ratings data can then be collated using the truRatings dashboard.

The system gives companies a real-time, mass-market view of customer satisfaction and overall company performance on key metrics such as service, value or product selection, providing insights needed to make changes and improvements.

The company boasts a customer response rate of 88 percent.

“Until now, there has been no straightforward system that provides merchants with validated and trusted ratings of their business, in real-time,” said truRating CEO and founder, Georgina Nelson. “Our vision for truRating Australia is to leverage our new technology to transform the way merchants collect feedback from their customer base to drive greater loyalty and profitability.”

truRating CEO and founder Georgia Nelson.

truRating CEO and founder Georgina Nelson.

truRating’s Australian launch follows a successful six-month pilot program with a variety of local merchants. Various Aussie businesses are now live with the system including Rolld, TONI&GUY, Crisp and Jones the Grocer.

The company has also secured partnerships with some of the top-tier institutions in the payments space, including a formal partnership with the Commonwealth Bank of Australia, as well as PC-EFTPOS to introduce the first iteration of their technology in Australia.

“We have long believed data can bring great insights, and increasingly businesses of all sizes can access and analyse information to improve their operations,” said Claire Roberts, executive general manager, local business banking Commonwealth Bank. “Adding truRating to our world-leading Albert EFTPOS tablet and our traditional payments terminal fleets is a great example of this. Its innovative point-of-payment feedback will allow our one million business customers to not only tap into data surrounding the in-store experiences of their customers, but also help them make better informed business decisions.”

Since launching in the UK early last year, the consumer ratings start-up has processed over one million ratings globally, and established its APAC headquarters in Sydney. The system costs $100 dollars to set up, with ongoing monthly fees based on transaction numbers. truRating is also preparing to launch a mobile app.


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