Retailers are sitting on mountains of customer feedback, yet too often struggle to translate it into meaningful action. The result? Missed opportunities, wasted effort, and a disconnect between what customers are saying and how businesses respond.
We believe it’s time for that to change.
That’s why we’re proud to introduce the TruRating Data Maturity Model, a powerful, practical framework built to help our retailers get more value from their data, drive operational excellence, and build lasting trust with their customers.
Designed around three core pillars, the model outlines a clear path for TruRating customers, from feedback collection to business transformation.
This isn’t another theoretical model.
It’s a hands-on guide for turning CX into real-world results.
Why Now?
Many retailers continue to depend on outdated tools and lagging indicators to manage CX. A survey three days after purchase? That’s not customer experience; that’s a missed opportunity. Modern CX must be real-time, actionable, and directly connected to business results. The Data Maturity Model is built on the belief that:
- Retailers should own their data and know how to use it
- CX programs should have buy-in from leadership to the front line
- Transparency isn’t optional – it’s a competitive advantage
In short, this model helps retailers stop managing CX from the sidelines and start using it to drive the business forward. It does this by focusing on three critical pillars:
The three pillars of the TruRating Data Maturity Model
1. Collect and consolidate
Listen everywhere. Learn more.
To truly understand their customers, retailers need to hear from everyone, not just a vocal few. That means capturing feedback at every touchpoint, in real time. TruRating makes that possible, enabling brands to gather input from over 80% of in-store customers and more than 50% online by seamlessly embedding feedback into the customer journey.
However, quantity alone isn’t the goal. The true value is enriching it with key store attributes, customer profiles, and operational context. This enables more intelligent analysis, adjusted for store differences and customer behaviour, unlocking a better understanding of what drives outcomes.
Equally important: bringing customers and employees along for the ride. Retailers who explain the “why” behind their feedback programs build deeper trust, and higher engagement.
“When staff understand the value of feedback and customers see it being used, a culture of continuous improvement takes root.”
2. Act and analyze
From insight to action (where the real work begins!)
Most CX tools stop at reporting. TruRating goes further. The model helps retailers translate insights into cross-functional action plans linked to KPIs. That means store managers know precisely what to do, and it helps leadership measure the results.
Key strategies include:
- Aligning question strategy with business goals
- Empowering a program team to lead interventions
- Engaging senior executives through regular business reviews
- Recognizing and celebrating successful outcomes
Retailers also benefit from ongoing support, including Executive Business Reviews and check-ins that ensure insights stay aligned with priorities.
“Data without action is just noise. The brands that win are the ones that use feedback to drive continuous improvement on the ground.”
3. Prove and publicize
Build trust. Show impact. Inspire action.
Transparency matters more than ever. TruRating helps retailers showcase the impact of their customer-first approach by turning operational success into public proof.
Retailers can:
- Feature verified scores and data-backed achievements on their website, social media and on TruRating’s SEO-enabled profile pages
- Use TruBadges to strengthen online presence and social proof
- Celebrate their frontline teams with in-store signage and recognition programs
This pillar isn’t just about brand perception; it’s about creating a feedback loop that reinforces accountability, performance, and pride throughout the organization.
“Customers want to see that you’re listening. Employees want to know their work matters. Sharing results does both.”
Most CX platforms give you data. TruRating helps you use it.
The TruRating Data Maturity Model is now being rolled out to our customer base, with the clear goal of providing retailers with a step-by-step guide on how to take control of their data and turn it into operational actions for their teams to take in store to drive more sales, higher conversion, and increased customer loyalty.
Whether you’re just beginning your CX journey or looking to scale your feedback program, this model offers a clear, actionable roadmap for success. It’s designed to meet you where you are, and help you level up from there.
We believe that waiting for insights isn’t an option. The brands that lead are the ones who listen better, act faster, and prove their impact at every level.
If your team spends more time analyzing reports than making change happen, it’s time for a new approach. TruRating gives you the structure, tools, and support you need to turn insight into action, and action into measurable results. Because at the end of the day, CX isn’t about collecting feedback. It’s about using it to make your business better.
To learn more about our customer feedback platform, book a demo with our team today.
