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 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. This table along with the table below it are used to determine the most appropriate trigger point for a particular payment system configuration.

Transaction progress   →

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 Y
(With POS integration only)
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  
Payment System              
Configuration A, B A, B, C, D, E A, B, C, D A, D, F, G
Possibly B, C
A, B, C, D    
  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 Prize 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 but could be differed until first ‘n’ items have been scanned
  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 Payment System Configurations commonly 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. As there are a wide variety of payment systems configured in various ways, the table below attempts to capture the majority of known configurations. There may be other configurations and trigger points available. In all cases, TruRating will discuss with the Third Party on the optimal trigger selection for their system.

Configuration Payment System
Description & Environment
Optimal Trigger(s)1 Options Examples
A Integrated mobile PEDs Payment Request
Dwell Time Extend
  Bluetooth PIN Pads
B Integrated fixed PEDs Payment Request
Dwell Time Extend
  Wired PEDs
C Integrated two screen PEDs Payment Request
Dwell Time Extend
  Payment devices with two displays, one for the merchant and one for payment
D Standalone two screen PEDs Payment Request May use Amount Finalized Payment devices with two displays, one for the merchant and one for payment. No basket data.
E Standalone – Tethered PED Payment Request May use Amount Finalized PIN Pad attached to a Standalone device or standalone payment terminal
F Standalone – Mobile Card Presentation   Wireless payment terminal - Card Presentation required to ensure terminal is in Customer hands
G Standalone – Merchant input Card Presentation   wired Payment terminal - Card Presentation required to ensure terminal is in Customer hands
  1. In general, TruModule will be designed by the Third Party so that 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 the given implementation.

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