TruRating, a global technology platform specializing in consumer insights for retailers and brands, has released a report exploring the state of loyalty, following a survey of 180,000+ consumers in the United States conducted between June-July 2021. Consumer data collected via a patented payment-integrated survey software has revealed a noted shift in consumer behaviour, driven by…
Author: Daniel Frank
44% of customers say just one bad experience will stop them from shopping with a brand
In a poll of over 27,000 consumers in the US, 44% of customers said that just ONE bad experience would stop them from shopping with a brand or retailer. Research conducted by TruRating, found that customers are just as likely to vote with their feet as to tell you about a problem. With COVID-19 causing…
Retailing in the ‘New Normal’ – is Omnichannel still key?
Following a year that retail isn’t likely to forget – one of the key takeaways was the importance of being digitally prepared. Though much of the attention was focused on the growth in eCommerce, the pandemic showed that the concept of isolated channels is starting to fall apart. While for many Covid played the role…
How to get the most from your customer surveys
One of the most common questions that we get asked when meeting clients is, “why do you ask your customer surveys the way that you do?”. Today – I’ll give you the answer, our reasoning, and what we’ve learnt over the years working with some of the best retailers around. TruRating is a unique tool –…
Are Consumer Behaviors Changing in Light of COVID-19?
In 2020, the impact of COVID-19 forced retailers to rapid decision-making and advancement like never before. In a year described as ‘The Great Acceleration’ slow to move sectors like grocery saw digital adoption jump 53% in a year. Target reported a 700% lift in curb-side pickup in Q3. With such upheaval, the critical question remains,…
NRF 2021 – Day 2
We’re just about getting into the swing of things now, and while it’s clear that a number of people are missing the NY experience this time round, as a colleague noted, there is much less walking to do. Here’s the best of Day 2. Retail 2020 – what a year! Shelley Bransten, Microsoft, Corporate VP…
NRF 2021 – Day 1 – The Highlights
If somehow you weren’t yet aware, a quick drop into any of the opening sessions at this year’s Virtual NRF – was enough to remind you that last year was a challenging one for retail. Of all the exciting buzzwords doing the rounds – try supply chain, mobile first, contactless, personalization for just a few…
What is a good response rate for customer satisfaction surveys?
Depending on which network you watch, you may have noticed a distinct skew in post-debate analysis in the recent election roundups. Poll a CNN crowd and Biden is top of the class. Switch to Fox and it’s Trump all the way. This is clearly problematic for those looking to get to an unbiased read. Customer…
Dash 2.0 Updates
As we continue to build up to the full release of Dashboard 2.0 another round of updates are now available for you to take advantage of over the next few weeks. Dash 2.0 is accessible via the link in your existing notification panel – should you have any questions at all or would like to…
How Millenial and Gen-Z retail habits are changing after COVID
While there has been much talk about the great shift and existential challenge that COVID-19 poses to retailers, we have heard less about the impact at a generational level. From the maligned ‘boomers’ down to Millenial and Gen-Z retail habits – COVID has impacted shopping habits for these groups in different ways, each of importance…
COVID-19: Measuring Customer Safety Experience In-Store
As stores across the world re-open, there is a huge focus on customer safety. For CEOs and store operations executives, a lack of visibility at a store level is a huge issue. For most businesses, hiring outside eyes to check on your stores at all times is just not feasible. Store managers and associates are…
Supporting the Coronavirus Relief
Charity is close to the heart of everything we do here at TruRating, and in the light of the disruption and chaos in the wake of the Coronavirus, we couldn’t just sit back and watch. As the pandemic continues to grow and more and more businesses go into lockdown, we have decided to extend our…
TruRating takes Supplier of the Year at Inside Retail’s Retailer Awards 2020
Continuing a hot streak this year, Team Oz was delighted to attend Inside Retail’s awards Retailer Awards 2020 ceremony in Melbourne last week, and even happier to take home gold in the category of Retail Supplier of Year. Flying out to Melbourne for the event, the night was a showcase of the best retailing talent…
Why is it so hard to prove the ROI of CX?
Ask any CX professional. Proving the direct ROI of what you do can be hard work. Any number of reasons can be given for this. Lack of executive support. Unclear objectives. Or as is often the case, no clear way to link action to finances. Alyone Medellyan, co-founder of AI-startup Thematic, identified three key issues…
NRF 2020: Key Takeaways
It was a vintage year at #NRF this time round, despite the floor perhaps being a little lighter than some previously, the array of delights on offer was as impressive as ever. It feels like something of a shock that it’s all over, but having had a week to digest the highlights over some much…