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Shaw Trust charity shop customer experience micro-rating

26 June 2018
Shaw Trust launches UK’s first charity shop customer experience micro-rating scheme using new in-store feedback technology.
For immediate release:
National employment services charity Shaw Trust launched a new way to gain insights and evidence into customers’ opinions of their charity shopping experience today (26 June 2018).
Using in-store tablet technology, the charity is now able to gain live ratings and comments from customers to convey their shopping experience. Those instant insights will help Shaw Trust’s store managers and leaders to continually improve service delivery across their 50 shops, from Lymington in Hampshire to their shop in Shawlands, Glasgow.
With an average of 12 charity shops on each high street, competition to gain customer loyalty is higher than ever, especially with today’s challenging market conditions. Shaw Trust is working with a Cornish-based startup business, RateIt, to implement the technology and gather actionable insights from the ratings and comments received.
John Canessa, retail director at Shaw Trust, said: “We are rapidly growing our charity shops across the UK over the next 12 months and believe it’s important for us to continually find new ways to improve how we operate.

A core part of our strategy is maintaining and growing loyalty for our brand, and more broadly across our charitable services in employability, education and other areas. By giving customers the opportunity to share feedback in-store through an innovative and modern tablet, we’ll be able to gain invaluable evidence and insights into what we can do better.”
RateIt is a startup technology business that helps brands to understand and improve their customer experience. RateIt started in Australia and Singapore, working with brands including Pandora, Adidas and Ikea before expanding to the UK during early 2018.
Sean Nuzum, RateIt Channel Growth Manager (UK) said: “We are delighted to be working with Shaw Trust as one of our first UK customers. We look forward to helping them improve their customer experience and finding new ways to gain valuable insights from the people they support every day. Their management team are very forward-thinking and keen to embrace technology, so we are excited to be a part of their journey.”
For more information please contact Shaw Trust at
For more information about RateIt please visit

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