Can I add my own questions?

Yes, you can add your own 'custom' questions for your business and, if you have more than one outlet/ venue, you can choose different custom questions for each venue.

Custom questions will run along your main rotation of core questions and enable you to dig into more outlet or wider business-specific issues. 

If you are a larger business with multiple outlets and usually speak with a TruRating Account Manager, they will be able to help and advise you with your custom question requirements.

If you are a smaller business, here is how you can put forward a request for new custom question/s for your business.

To access the individual questions settings for an outlet, log into your dashboard and select ACCOUNT, choose the which outlet you'd like to adjust the settings for, and then select Questions from the menu on the left.

You'll be taken to the current list of core questions for that outlet. To add a custom question simply click on the green box marked 'Add Custom Question' next to your empty question slot. 


This will take you to the Question Library.  Here you will find a wide variety of questions, each listed under one of the five core categories for your business sector.  Search through the lists, find the question that suits your need and simply click the blue 'Add' button.

Once you have done this, the question will be added to your card payment device the next time that it is contact with TruRating. That is usually when ratings are next uploaded to TruRating which, depending upon your card payment device, could be throughout the day or overnight.


You can delete a custom question at any point by clicking on the delete icon that appears to the right of the question subject in your Question menu.

 If none of the questions in the Question Library suit your need, you can send a request for your own question by scrolling down to the form at the bottom of the custom question page, filling in the below 'message' field then clicking on 'send request'.

 Our Merchant Services team will then look at the question that you would like to ask and will send you back some suggestions that will fit into the text space available on your card payment device.

It is worth noting that the scores received from your custom questions are never included in your TruRating score.

This is to ensure that you can experiment with custom questions without the concern that any results might affect your overall TruRating.

You can view the results of your custom questions by selecting  Question Deepdive from the Report pick-list at the top left of your screen.

Please click here to look at a quick video tutorial on  Question Deepdive

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