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Combining custom questions with no-stress setup

Discover how retailers are using TruRating to improve their business with better customer insights.

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4930

140

Stores live in under a week

0

IT or hardware changes required

1000s

Of real-time ratings per store

Combining custom questions with no-stress setup
The Challenge
Every retailer prides itself on a unique approach to delivering in-store experiences. But without proof, it can be hard to know what’s really working. For Monsoon Accessorize, a well-known UK fashion brand, the challenge was clear: how to move from “gut feel” to data-backed certainty when it came to what mattered most to their customers. Before working with TruRating, Monsoon Accessorize had no way of connecting the things they believed were driving positive experiences to actual customer feedback or sales outcomes. As a brand that prides itself on high service standards, they wanted to ensure consistency across every store, every day, on every shift.

How We Helped

With TruRating’s ability to ask custom questions, Monsoon Accessorize were able to quickly zero in on the service moments that mattered most to their shoppers. By asking targeted, in-the-moment questions like “Were you satisfied with your service today?”, the brand could validate that their high-touch approach to service was actually impacting sales, store by store, and even shift by shift. What’s more, the rollout was stress-free. Thanks to an easy integration via Worldpay, TruRating was live in 140 stores in under a week, with no IT disruption, no need for hardware swaps, and full compatibility with a later upgrade to Verifone PEDs.
Measuring what matters, without the IT headache
The Impact
Monsoon Accessorize now operates with a new level of confidence. They’re not only maintaining their already excellent service levels, they’re actively optimizing them based on what their customers are telling them in real time. Thanks to TruRating’s seamless tech, the brand can stay flexible and agile, adapting across shifts, stores, or service approaches, without ever slowing down. And with zero disruption to infrastructure, the move was a win for both IT and frontline teams alike.

140

Stores live in under a week

0

IT or hardware changes required

1000s

Of real-time ratings per store

monsoon store
“We’ve always had a unique approach to customer service. TruRating custom questions enable us to ask about the things that matter most to our customers, and make sure all of our stores are hitting our usual high standard.”
Paul Thomas, Monsoon Accessorize
Retail Director
1724931745701
“It’s fantastic for our customers to get this kind of insight. And the high level of detail is in contrast to just how easy it is for customers to switch TruRating on via Worldpay.”
Jordan Scott, Worldpay
Relationship Management Director
monsoon store
1724931745701
monsoon store
“We’ve always had a unique approach to customer service. TruRating custom questions enable us to ask about the things that matter most to our customers, and make sure all of our stores are hitting our usual high standard.”
Paul Thomas, Monsoon Accessorize
Retail Director
1724931745701
“It’s fantastic for our customers to get this kind of insight. And the high level of detail is in contrast to just how easy it is for customers to switch TruRating on via Worldpay.”
Jordan Scott, Worldpay
Relationship Management Director
monsoon store
1724931745701
Bio
Monsoon Accessorize is a leading British high-street fashion retailer, known for its distinctive style and strong focus on craftsmanship and creativity. The business includes two complementary brands: Monsoon, which offers bohemian-inspired women’s fashion, and Accessorize, which provides bold, trend-led accessories. Founded in 1973 as a single boutique in London, the company has grown to over 140 stores across the UK. As part of its digital transformation, Monsoon Accessorize needed a way to measure and improve the in-store experience with accuracy. The goal was to ensure consistent service quality across all locations while avoiding additional complexity for store operations or IT teams.
Name
Monsoon Accessorize
Region
UK
Company Size
Medium–Large
Industry
Fashion
Website
https://www.monsoon.co.uk/
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