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Marketing

Customer feedback tool now available for online retailers

TruRating launched in Australia in 2016, but until recently it was only available for bricks-and-mortar retailers. Its recent integration with Magento means multi-channel businesses can gain more comprehensive data and pureplay online retailers can also gain valuable insights into customer satisfaction.

“Providing an extension through Magento seems the obvious way to officially launch our online product offering and bring more retailers the customer insights they’re craving,” TruRating CEO Georgina Nelson, pictured above, said, noting that nearly 35 per cent of businesses around the world use Magento to host their online store.

Using the tool, retailers can ask online shoppers one question on the payment confirmation page that can be answered simply using a number from 0-9, and written responses are also encouraged.

The validated customer feedback data is fed back to merchants in near real-time, and the performance dashboard allows them to easily switch between online and bricks-and-mortar stores.

According to TruRating, the tool generates a 59 per cent quantitative customer response rate and 20 per cent qualitative customer response rate, greatly outpacing typical industry standards. And the tool is free for online retailers handling fewer than 10,000 transactions per year.

“TruRating online is a natural evolution of our wildly successful in-store solution,” said Mary Hubbard, head of consumer product at TruRating.

“Having worked with major retail brands in the past, I know firsthand that TruRating addresses well-known blind spots with their customer interactions, particularly as we’re witnessing the rapid change from a traditional customer journey to consumer demand for flexible, personalised, omnichannel shopping experiences.”

The company was launched in 2014 by Nelson, a former lawyer, who wanted to help businesses get better insights by giving a voice to the “silent majority” of consumers who never give reviews. It plans to announce further e-commerce news in the coming months.

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