truRating Welcome booklet

Info booklet and new
starter guide

Hello!
We are really excited to have you join our team!
There is a lot to cover but hopefully this guide will make your
first few days easier and just awesome.
In this guide you will find:
Pages:
2................................................................................................This one– Index
3...................................................................................Welcome to TruRating
4..........................................................................................The London Office
5......................................................................................................Office details
6........ ............................................................................. Who to ask for what
7..................................................................................TeamTru – Family Tree
8................................................................................................TruTerminology
9...........................................................................................................TruCulture
10.....................................................................................G-Drive, Printing etc
11...........................................................................................................Local info
12............................................................................................................TruTravel
13...........................................................................................What is TruRating
16..........................................................................................Glossary of Terms
2

Welcome to TruRating
Hey, welcome welcome! First off – such a huge, massive thank
you from all of us here at TeamTru for picking TruRating as
your next life chapter. We are immensely grateful and made up
to have you on board. It’s going to be an awesome journey,
one non stop adrenalin ride. Bring it on!
We always say that life with TR isn’t so much a job, more a life
choice, a calling. We are all dedicated to becoming the most
amazing, ground breaking, global, life-changing, historymaking
company - and we want to be there tomorrow.
We have a window of opportunity to be all of this, and so we
have to smash it and make every second count. We all own
TruRating – and please feel that you do – it’s your future just as
much as it’s everyone else's and your role is to always speak up
about what you think is best and ensure that we deliver worldclass
results. TruRating is only going to ever be as good as we
are. It’s a product of all of us, and now you. BOOOOOM!
I really hope we’ll get a lunch or a Skype in soon, but please
always reach out to me – email, phone +44 79782 503 336, or
Skype georginaknelson – and let me know how things are
going, anything I or the team can do better or differently, or if
you ever wake up in the morning just a bit pissed off with
something at Tru. The team are the most important thing to
me – we need to always
communicate and work
together as one - and I will
always do what I can to ensure
TeamTru are happy.
Together I know we are going
to be IMMENSE.
Thank you again, G
3

London Office / The HQ
Book meeting rooms when
booking a meeting, by inviting
the rooms to meeting
Accessed via TruRating
Keycards just inside
our office door
Rachel
We also have offices in Atlanta, Sydney and Toronto. But more about that later

Office details
London office:
107 Leadenhall Street, London, EC3A 4AF, UK
Australia office:
Level 3, 37 Pitt Street, Sydney, NSW 2000, Australia
US office:
Suite W08, Telephone Factory Lofts, 828 Ralph McGill
Boulevard, GA 20206, USA
Canadian office:
6 th Floor, 10 Dundas St E, Toronto ON M5B 2G9

Who to ask about what?
IT: Laptop, Email, Passwords, WiFi, Networking, Logins
Alex O – Dark hair, sits by back cupboards, 1 desk from window
HR: First Aid, Wages, Personal Stuff, Ho-Lee-Day, Any Leave –
everything serious
Rachel G – Blond hair, sits almost in middle of office by
windows
TruCulture: TruParties, Office Gear, Stationary, Fix Stuff, Sonos,
Printer, General TruKnowledge
Phin(eas) P – Blond (thinning) hair, sits opposite Rachel by
collaboration table, by windows
6

TeamTru – Family Trees
Exec Team:
Georgina N
CEO
Christian N
CSO
(Chief Strategy Officer)
Jo W
COO/CMO
Ben H
CFO
John S
CTO
Alan O
VP NAM
Your Branch:
Rachel Gowers
-
Phineas Page
-
Mailing lists
7

TruTerminology
At TruRating we are going to take over the world! So we are
basically creating our own language. We us the prefix Tru. A
lot. Here are the most common Tru-isms and their meanings:
TruAchievements: A weekly team meeting that takes place
globally at the end of the week to collate the weeks activities
and celebrate everyone’s amazing work and efforts that have
been accomplished that week
TruHuddle: At the beginning of the week we get together and
go over the current activity on various projects, who is taking
responsibility and who we are taking things forward
TruPulse: A look at company stats of the last week. Outlets
Live, Client Engagement, Ratings Activity and PR activity–
TruPulse is usually toggled onto the end of TruHuddle
TruService: The component/service that encapsulates all
TruRating functionality associated with TruRating Questions
and Ratings management. TruService also provides storage of
TruRating Questions and Ratings as well as providing secure
communications (via HTTPS) with the TruRating Host
(TruHost).
TruModule: Component that interfaces to Payment
Application. When triggered, TruModule displays the TruRating
Question on the payment device and collects a Rating. At the
end of the Payment transaction, TruModule collects some nonsensitive
payment details from the Payment Application.
TruHost: TruRating Host service that interfaces to TruService
and collects data from it.
BOOOOOM!: We love a boom which is a team success
(normally shared via email), usually top of TruAchievements…
8

TruCulture
At TruRating we love a party – summer and winter
days out are the highlights of the TruSocial
calendar. There are loads of other events too!
Keep your ear to the ground for impromptu nights out
We love cake. Everyone gets one on their birthday
which the team enjoys together. The selection
changes, let Phin know if you have a preference
We also sign a card with a message for the B’day
There’s always lots of fresh fruit in the kitchen, so
please help yourself to whatever you’d like. If you
are quick you may find some chocolate & biscuits
Holiday treats are also brought from far flung places
There are teas, coffee, juice mixers and a few
Coca-Cola products in the kitchen for your
constant refreshment.
Remember to wear what you want! Shorts, jeans,
caps, flip-flops, suits. It all works
Friday drinks and snacks. 4pm, tools down, beers &
wine come out with Sonos on
We have a Sonos system, please feel free to log in & turn it up!
TruTone, thank you cards and gifts. We always send thank you
cards for great help from partners and presents for personal
events of people we know. Language is very important, so
please always be positive and fun
9

G-Drive, Sonos, Printing etc…
The G-Drive
This is our shared drive which each team member is allowed
to access their necessary documents, files and drives.
Download here google.co.uk/drive/download/
Alex will set you up.
Sonos
Each office has a shared music system. London has a Sonos
system. Go to sonos.com/support to download the application
to either your phone or computer, you can link your music
systems and play the tunes you want
Printing
The office printer is a little tricky! It’s a new one. The printer
driver is on the G-drive which you have to save to your
computer, you then find the printer with an IP address
10.100.2.146
If you can’t find the printer driver, it’s a Canon 3320i IR Adv
Which you can find at www.canon.com/support/ and type in
3320i in the search bar.
10

Local Info
Local police: 182 Bishopsgate, London
0207 601 2222
Local Police: 27 Commercial Rd
0208 555 1200
Walk-in Doctors: 0203 432 1550, 33-34 Bury St(next to Gherkin)
Emergency Dentists: 0207 283 0185, 50 St Mary’s Axe
Post office: 11 White Kennett St, London E1 7BS
Food:
There are local food markets. Tuesdays and Fridays by
Fenchurch St station, Thursdays by the Gherkin, the first
Tuesday of the month at Devonshire Square.
Leadenhall market over the road has loads of options,
Liverpool street also. Just ask about where to get your
favourite food and we’ll show you the way.
11

TruTravel
We all have to get places sometimes.
Train
If possible, please book your self and expense to Nick Gent
Plane
We use Corporate Traveller – Phineas is the account manager
so please organise through him
Hotels
We all like to be comfortable when travelling and we try and
make sure this happens for around £100. Unfortunately
sometimes this is not possible and Phineas will sort something
out for the best possible budget
Taxi’s
UberX is our taxi service of choice. We have a corporate
account and you just need to have an email send to you (once
you have the app) to start booking cars.
Per Diems
Please limit to £30 per meal and expense to Nick Gent. There is
a similar limit when client entertaining but that doesn’t happen
that often, so please let Phineas know.
12

What is TruRating?
1. A PED-application that gives consumers the chance to give feedback about
any business at the moment they pay
One anonymous ratings question on the PED
5 core questions rotated - covering Service, Experience, Product, Value,
& Recommendability
Add two custom questions allowing merchants to dig into specific
insight for their business
88% response rates since launch - customers are happy to rate
2. A mobile and online dashboard for merchants to view their ratings, track
performance over time, benchmark against competitors and make better
business decisions
3. A consumer recommendations website for consumers to search the best
rated businesses
Payments Set-up
Any customer-facing business can use truRating. Typically there are two different payments
set-ups: non-integrated usually found in small businesses and integrated used by larger
businesses.
In the non-integrated estate the PED is not connected to a till. This payment set up can be seen
in small businesses such as convenience stores, local businesses, restaurants, bars etc.
Example scenario - when paying in a restaurant, the waiter manually enters the amount into the
terminal, inserts the customer's card - the truRating question appears - and hands over the
device. The customer rates (or skips), enters his PIN and hands the terminal back to the waiter.
The waiter prints the receipts and the card transaction is over.
In the integrated estate the PED is connected to a till. This payment set up is used in big retailers,
supermarkets and pay-before-you eat restaurants.
Example scenario - when proceeding to pay in a supermarket, the cashier scans the customer's
items - during dwell time, the truRating question appears and the customer is free to rate while
waiting. Once all the items are bagged and ready to go, the customer proceeds to pay. The
truRating question does not add time to payment.
13
Training

How it works
In the non-integrated estate
§ The truRating question is
triggered upon card insertion
§ The customer can rate right before entering
his PIN
§ truRating works for card payments only
§ Ratings are uploaded to the dashboard at
the end of every day
Data Collected
§ Question asked
§ Rating Given
§ Skip/Time Out
§ Transaction Value
§ Date & Time
§ Location
§ Terminal ID
In the integrated estate
§ The truRating question is
triggered when the cashier scans first item
§ The customer can rate during the ‘dwell’
time before payment
§ truRating works for all payment methods -
cheque, card, cash etc
§ Ratings are uploaded to the dashboard nearreal
time (approximately every 2 hours)
Data Collected
§ Products purchased & individual prices
§ Promotions & discounts applied
§ Operator or Staff member serving
§ Checkout bank or till type
§ Tender Type (cash, card, cheque etc)
§ Transaction Type (return, exchange, etc)
§ Loyalty Membership
Note - In the non-integrated estate, the truRating POS-application collects product data and
loyalty information, and link this to customer sentiment.
Prizes
Partnerships
Every customer who rates has the opportunity to win a prize
Winning customers will be alerted on the terminal and can log
into our online prize portal to select one of the prizes
Prizes provided by our merchants and truRating
All prizes are worth min £25
truRating & Payment Partners
truRating partners with whoever builds the payment application and
whoever owns the direct relationship with the merchant. It's a
combination of agreements with various Payments Partners that allows
truRating to be live in the market.
In the non-integrated environment, truRating will partner with the hardware provider and the
acquirer, or ISO.
Hardware Providers
Hardware providers build the payment terminals and manage the firmware that runs on them,
which includes the payment application. The hardware providers then sell their terminals to the
acquirers who will then sell them to merchants. They build, test and maintain the truRating
application - and make it available to the acquirers.
Companies - Ingenico, Spire and VeriFone.
14
Training

Acquirers
They are the estate owners. Acquirers are banks that merchants have an account with in order
to take card payments. They buy terminals from the hardware providers, test the software and
sell the terminals to merchants. The acquirer owns the relationship with the merchants.
Companies - Global Payments, WorldPay,
BarclayCard, First Data Alliances (FDMS, Lloyds Cardnet, AIBMS) and Elavon.
ISOs
They are the estate owners. An ISO is an Independent Sales Organisation i.e. resellers of terminals
and acquiring services.
Companies - Paymentsense, RMS, Annecto etc.
In the integrated environment, hardware providers, acquirers, PSPs, EPOS providers work
together but truRating only needs to partner with the PSP and the EPOS provider. truRating also
needs to make sure the merchant is using terminals that can support the truRating application.
PSP
PSPs are resellers of acquiring services but they add value due to their integration capability for
EPOS systems. They manage both the software and the relationship with the retailers.
Companies - MasterCard Payment Services
(TNS/DataCash), The Logic Group, SagePay, PXP, VeriFone Ocius, Ingenico Axis, Toshiba,
SagePay, FIS, ACI, Anderson Zaks, Adyen and WorldPay Total.
EPOS Providers
EPOS providers are developers of the sales application that runs on the tills. They often have
overall responsibility for the till environment. We need to partner with them to enable truRating
to capture basket data.
Companies - Zonal, NCR, Omnico, BT Expedite,
Fujitsu, Cyber Till, NFS Hospitality, Eurostop, K3 Retail, Intech, Bleep, HTEC etc.
truRating Commercials for Payment Partners
truRating also provides the direct opportunity of a revenue share, providing a long-term income
stream for building, deploying, maintaining, supporting and marketing the truRating payment
application.
UPFRONT PAYMENT
In advance of the on-going revenue share, truRating will fund the reasonable
upfront development cost of our partner – with payment made on successful
delivery and testing of the truRating application across the partner’s platform. To
recoup this upfront investment truRating retain 50% of referral fees (see below),
until this upfront fee is recovered – the partner will receive the revenue share
when the first merchant signs up.
STANDARD REVENUE SHARE
An upfront referral fee for every outlet that is supported by the payment partner,
paid as a one-off:
Merchant referrals – £20 one-off payment per activated outlet
An on-going income stream (up to a total of £2.50 per month per activated outlet) to reflect the
contribution made to:
Build & Maintenance
50p per activated
outlet per month
Testing
£1 per activated
outlet per month
Support
50p per activated
outlet per month
Marketing
50p per activated
outlet per month
15
Training

Glossary of terms
Acronym Term Definition
API
EFT
Application
EMV
Integrated
POS
MAC
MID
MID/TID/GI
D
mPOS
NFC
Non-
Integrated
Application
Program
Interface
Electronic Funds
Transfer
Application
EuroPay,
MasterCard, Visa
Integrated Pointof-Sale
System
Message
Authentication
Code
Merchant
Identification
Number
Mobile Point-of-
Sale
The truRating API is a set of four behaviors in the truRating host that
can be reached over a phone line or the internet. These behaviors are
a request/response pair initiated from the terminal to truRating - i.e.
the software on the terminal "talks" to our API. The main behavior is a
ratings exchange, which allows the ratings to be uploaded from the
terminal to the truRating dashboard.
EFT refers to the electronic exchange of money from an account to
another. The EFT application is the payment application that
processes a payment on a payment device. truRating is - 'piggybacking'
on this application so that the ratings questions always runs
alongside the payment process but the EFT application suspends
whilst the truRating app runs so there is no interference between the
two.
A global standard agreement initiated between the three credit card
giants mentioned, to ensure the security and interoperability of their
‘chip cards’ (as in chip and PIN) with POS terminals and ATMs around
the world. A number of other card providers are part of the scheme
with recent sign ups including American Express and China
UnionPay.
In an integrated POS system, the PED and till terminal are fully
connected, meaning that the truRating app can be fired from the till
at the start of a new customer transaction so that the truRating
question appears on the PED before card insertion and typically
during the 'dwell' time whilst a customer's goods are being scanned.
In an integrated setting, the extra truRating till plug-in can be
installed on the ePOS to grab product-level data (e.g. from the receipt
driver) meaning that the merchant can link ratings scores with
products purchased.
A unique message signature that could only have been generated by
a client with the correct encryption key.
A unique number assigned to a merchant account by an acquiring
bank to identify that merchant through the course of processing
activities.
Taken individually the three above 'identifiers' each specify an
individual part of an overall payment transaction - combined they
work to confirm each facet of the transaction to provide a greater
level of security overall.
An mPOS is a smartphone, tablet, or dedicated wireless device that
performs the function of a cash register or electronic point of sale
terminal.
Near Field Contactless payments are all examples of NFC as used on
Communications smartphones, credit/debit cards etc.
Non-Integrated /
stand-alone
In a non-integrated POS system, the PED terminal and till system
operate independently of one another. For truRating this means the
truRating app will reside on the PED and fire on card insertion. Nonintegrated
terminals are also referred to as 'stand-alone' and are
typically owned by acquiring banks and leased to re-sellers and
merchants. The till plug-in can't work on non-integrated estates,
meaning that the only information that truRating can gather is spend
total and the rating score (no product-level data)
16

Glossary of terms
NPS
PA
Payment
Gateway
PED
POS
PSP
Semi-
Integrated
TID
TMS
UAT
UT4
MATSU
Enablement
Activation
Firmware
Net
Promoter
System
Payment
Application
PIN Entry
Device
Point of Sale
Payment
Services
Provider
Semi-
Integrated
(e.g. POS-
Link)
A management tool used to gauge customer loyalty. An NPS score is
based on a single question, "How likely are you to recommend this X from
0-10?” An NPS score is calculated by subtracting the % of detractors (0-6)
from the % of promoters (9 & 10) - the 'Passive' (those scoring 7 & 8) are
ignored. It's been widely adopted as a management performance tool and
lead predictor for future sales (argued to be more accurate than using
current sales to predict future sales). Some companies take the NPS so
seriously that they report their scores as a metric to investors and in their
annual report, alongside their financial reporting.
The EFT client application, running on the till or the PED
An eCommerce application service provider that authorises credit card
payments. The equivalent of a physical point of sale terminal in most
retail outlets, a payment gateway facilitates the transfer of information
between a payment portal and processor or acquiring bank.
A device for entering a PIN, with a display and numeric keypad, normally
attached to a card reader in which case it can be referred to as the
“terminal” or "Chip&PIN machine".
Literally the location where a sale is made. In macro-terms this could
refer to a city or market; in micro-terms (retail specifically) it refers to the
surrounding area in a store where transactions are processed - usually the
till!
A term that refers loosely to the organisation responsible for the software
that runs the payment application on the till or PED.
In a semi-integrated POS system the payment application is resident on
the PED and communicates directly with the payment server, but there is
also a modest connection to the EPOS system itself. In most cases, the
purchase amount will appear automatically on the PED, but the
transaction and card details will be handled by the payment terminal only.
Terminal
A particular location/till-terminal from which a credit card transaction is
Identification
being processed.
Number
Terminal
A centralized system for managing a set of terminals - i.e. for making
Management
software deployments to an entire estate of PIN machines.
System
User
Acceptance
Testing
The "pre-pilot" phase. A process that consists of verifying that a solution
works for a user. Close to a process like 'beta testing' - moving beyond
system testing at programmer level, to see if a product or program work's
from a customer's point of view.
The Ingenico software that's deployed centrally via an Ingenico TMS to
the terminal estates of several major banks and ISOs (i.e. all acquirers but
Global Payments)
The Ingenico software that's deployed centrally via an Ingenico TMS to
the terminal estate of Global Payments
The process of installing the software on the terminals - usually via TMS -
and starting regular contact between the terminal and the tR host.
After enablement, the terminals send their info to truRating (MID, TID etc).
When the initial activation request comes through to truRating, we can
match the MID received to the MID-list provided by the partner (i.e. to find
out the merchant's name and sector) - and identify the correct questions
to ask.
17
Software on the PED, controlled by TMS, that is not often updated.