In a move that will make it easier for retail stores to monitor and react to their customers' in-store experience, Quorso, the Agile Stores app, has partnered with TruRating, the Customer Analytics solution. The partnership brings digital functionality typically used in e-commerce - the ability to use real-time data to identify and fix 'performance leaks' - to the offline world, ultimately improving overall store performance.
Accelerated by Covid, the retail landscape is shifting rapidly, and retailers have been forced to become more agile, to ensure they can address changing customer priorities locally and nationally. Combined, the TruRating and Quorso products convert fair and reliable customer feedback at point-of-sale into immediate financial improvements at the store level.
TruRating offers shoppers the opportunity to answer one quick question at the point of purchase, as they check out, simply by clicking a button on the payment device. It's easy and completely anonymous for the shopper, but it offers retail stores insights that have historically been very difficult to access.
Quorso then translates those insights, in real-time, into three simple actions ('Missions') in-store employees can take to improve customer experience. Recommended actions could be anything from replenishing certain shelves more quickly to having more people available at checkout counters. These actions are shared directly with the store manager on the ground, so they know where to focus. The Quorso app also shares best practices from across the store network, helping guide the store manager to make effective changes that will deliver improvement. Quorso measures the impact of every action taken, so the store manager can see right away what's working and what's not.
"Customer experience is critical to retail success and a rich source of store performance insights. By partnering with TruRating we are enabling store managers to use their extremely valuable customer data to make a significant difference to the bottom line. This human-centric approach to store operations is also core to our app and what makes it fun, intuitive and engaging to use and why, as a result, 93% of Store Managers launch a new Mission every week." - Julian Mills, Quorso Co-Founder and CEO
Quorso and TruRating, are both tools built on the fundamental principles of agile experimentation and have embedded test-measure-learn capabilities to rapidly scale performance improvements.
"One of our founding principles is simplicity. At TruRating we strive to make our solutions as easy as possible for retailers to implement, and quick and enjoyable for customers to use. Getting hold of reliable, unbiased customer data doesn't need to be complicated. By putting the power of 80% response rates into the hands of Store Managers, TruRating and Quorso help retailers to truly operationalize their customer experience."
- Georgina Nelson, TruRating Founder & CEO
Quorso and TruRating are currently working on the first release of their integration.