Overview

Central to the successful collection of Ratings by the TruRating application is the Customer Journey. The key to collecting anonymous, quality ratings from a Customer is to present the TruRating question at a time when the Customer is looking at the PED or Payment Terminal and is fully engaged to respond to it. As described elsewhere, TruModule presents the TruRating question to the Customer at the selected trigger point in the payment or POS transaction. These trigger points occur at various stages in the Customer Journey.

The various stages of a Customer Journey are shown across the first row of the table below, while the second and third row lists the trigger name and source respectively.

Transaction progress (Left to Right)

Transaction
Start
Dwell
Time
Extend
Payment
Request
Amount
Finalized
Card
Presentation
Card
Processing
Transaction
Complete
Trigger Parameters            
Trigger Point7 On scanned item6 On payment request On final amount On card insert,tap or swipe Just before the approved screen  
Trigger Name Dwell Time Extend1 Payment Request Amount Finalized Card Presentation Pre-Approval  
Trigger Source POS-scanned item POS select tender or Payment application receives request Payment application Payment application Payment application Payment application
Payment Methods            
Cash Y N N N N Receipt Text
Contactless Y Y Y Y Y Receipt Text
Chip & PIN Y Y Y Y Y Receipt Text
Chip & Sign Y Y Y Y Y Receipt Text
MSR Swipe Y Y Y Y Y Receipt Text
TruRating Screens            
1AQ1KR1 Y Y Y Y Y2  
ACK Screen3 Y Y Y Y Y Y4
  1. 1AQ1KR and ACK Screen may be split with ‘rolling receipt’ screen if possible on large screen PEDs
  2. 1AQ1KR on same screen along signature capture/processing if possible, or after signature but before Transaction Complete otherwise
  3. Acknowledgment Screen will be the Prize Screen if a TruTreat is awarded
  4. Acknowledgment Screen may come after Transaction Complete if there is a sensitivity to time.
  5. Normally this is the first scanned item
  6. Other trigger points may be available (e.g. Confirm Input once the amount is presented to the customer).

Payment Environment

The table below describes, in general terms, the common retail environments and payment system configurations found in the field. In each case the optimal trigger(s) is specified. The optimal trigger is based on TruRating’s experience in obtaining authentic customer ratings while maximizing response rates and minimizing impact to the customer journey. In all cases, TruRating will discuss with the Third Party on the optimal trigger selection for their system.

Environment Payment System
Description & Environment
Optimal Trigger(s)1 Options
Retail
Fixed Payment
Integrated POS & Payment System Payment Request
Dwell Time Extend
 
Retail
Fixed Payment
Standalone Payment Device Payment Request  
Hospitality
Pay @ Table
Mobile Payment
Integrated POS & Payment System Amount Finalised
Card Presented
Pre-Approval
Hospitality
Pay @ Table
Mobile Payment
Standalone Payment Terminal Amount Finalised
Card Presented
Pre-Approval
Hospitality
Fixed Payment
Standalone Payment Terminal Payment Request
Amount Finalised
Card Presented
 
  1. In general, TruModule will be designed by the Third Party so that supported triggers can be configured at runtime.

Payment Types Supported

In general, TruRating would be implemented so that ratings can be collected for all payment types and entry schemes (card (contactless, swipe, insert), cash, mobile, vouchers, etc.). For integrated systems, this is possible for all trigger points that occur before Card Presentation. In general, for Standalone and Semi-integrated systems, only payment by card will be capable of collecting ratings. TruRating will discuss with the Third Party which payment types will be supported for each implementation.

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