What Is QRate? Real-Time Customer Feedback and CX Intelligence Platform

This page explains what QRate is, how it works, and who it is built for.

Most organisations that come to QRate are looking for one thing: a better way to capture customer feedback in real time, with AI that can tell them what the feedback actually means.

What they find is that QRate does that and quite a bit more.

What QRate is

QRate is a real-time CX intelligence platform that captures five signals across the customer and employee experience, brings them together in one dashboard, and gives leaders the data they need to make better decisions about their frontline.

It is used by organisations across Malaysia and Southeast Asia across banking, retail, healthcare, and government at the branch, outlet, and team level.

The five signals QRate captures

Most feedback systems capture one signal. QRate captures five, simultaneously, in real time.

Brand Rating — how customers feel about their overall experience with your organisation, captured at the point of interaction via QR code. No app download required, no login, no friction.

Net Promoter Score (NPS) — the industry-standard measure of customer loyalty, embedded directly into the feedback flow so you get it alongside context, not in isolation.

Customer Intelligence — structured feedback that goes beyond rating scales. What specifically happened? What could have been better? Captured in a format that is easy for customers to complete and easy for managers to act on.

Internal Quality Monitoring (IQMP) — an internal evaluation module that allows managers and team leaders to assess frontline staff performance against your own service standards and SOPs. Not mystery shopping. Not annual appraisals. Consistent, real-time visibility into how your team is actually performing.

Employee Sentiment — built directly into the QRate app, frontline staff answer one simple question at the end of every workday about how they feel. That signal sits alongside customer feedback in the same dashboard, giving managers an early warning system for team morale before it affects customer outcomes.

Why these five signals together

Each signal on its own is useful. Together, they tell a story that no single metric can.

When your NPS drops, QRate can show you whether it correlates with a dip in employee sentiment on a specific team, or a pattern in IQMP scores at a specific branch. You stop guessing which problem to fix first. You see the connection and act on it.

A national financial services organisation that implemented QRate across branches saw internal quality monitoring scores improve by 20% over three months — not because they ran more training, but because managers finally had consistent, real-time data to coach from.

Who QRate is built for

QRate is built for organisations with frontline teams — branch networks, outlet chains, clinic groups, government service counters — where the customer experience depends on what happens between a staff member and a customer, in the moment, every day.

It is particularly useful for Heads of CX, operations managers, and branch network managers who are responsible for consistency across multiple locations and need to see what is actually happening at the frontline without being physically present.

Three variants built for every stage

QRate comes in three variants so organisations can start where they are and grow as they need.

QRate Lite — core customer feedback with brand rating, NPS, and an AI-assisted summary. Available free for one year through selected partners. Ideal for SMEs and organisations just starting their CX measurement journey.

QRate Pro — adds internal quality monitoring, deeper analytics, and multi-location tracking. Built for organisations that need to manage consistency across branches or outlets.

QRate Max — the full platform. All five signals, voice feedback capture, AI sentiment analysis across text and voice, real-time in-app response for immediate service recovery, and multi-channel feedback via secure API.

How to get started

QRate is available via direct subscription or through a network of CX consultants and trainers across Malaysia and the region. The best way to see whether it fits your organisation is to book a demo — a 30-minute conversation where we look at your specific context and show you exactly what QRate would capture and surface for your team.

Q: What is QRate? QRate is a real-time CX intelligence platform that captures five signals — brand rating, NPS, customer intelligence, internal quality monitoring, and employee sentiment — in one dashboard. It is used by organisations across Malaysia, Oman, and Southeast Asia to monitor frontline performance and make better CX decisions.

Q: How does QRate collect customer feedback? Customers scan a QR code at the point of interaction — no app download, no login required. They complete a short feedback form optimised for mobile, and the response appears in the manager's dashboard in real time. Feedback can also be captured via voice and through multi-channel API integration in the QRate Max plan.

Q: What makes QRate different from tools like SurveyMonkey or Typeform? QRate is built specifically for frontline CX monitoring, not general survey collection. The combination of customer feedback, internal staff evaluation, and employee sentiment in one platform — reviewed together in real time — is what makes it different. It is designed for organisations with branch networks and frontline teams, not for one-off surveys.

Q: Does QRate use AI? Yes. QRate includes AI sentiment analysis across both text and voice feedback, and an AI-assisted summary that helps managers interpret feedback trends and key themes without manually reading every response. This is available in the Pro and Max variants.

Q: How long does it take to set up QRate? QRate is designed for fast deployment. Most organisations are capturing live feedback within days of onboarding, not months. The QR-based capture method means no hardware installation is required — the QR code can be printed, displayed on a screen, or embedded in existing materials.

Q: Is QRate only for large organisations? No. QRate Lite is available free for one year through selected partners and is designed specifically for SMEs starting their CX measurement journey. The Pro and Max variants scale up for larger organisations with multiple branches or more complex measurement needs.

Q: What industries use QRate? QRate is industry-agnostic. Current users include organisations in banking and financial services, retail, healthcare, food and beverage, and government services. Any organisation with a frontline team that interacts with customers can use QRate.

Q: Where is QRate available? QRate is currently deployed across Malaysia, Southeast Asia and The Middle East. It is a product of Onymy Sdn Bhd, a Malaysia Digital Status company based in Kuala Lumpur.

Learn more about how QRate works at qrate.work/how