Painting better pictures, faster

Using outstanding in-house technology, we’re driving faster data collection, analytics and reporting, and combining with advisory insight to turn results into action by painting better, more vivid pictures for our clients to improve their understanding.

Our technology and sector expertise make Maru/edr a uniquely flexible Voice of the Customer partner.

Delivering business outcomes through Technology and Insight

Our focus is on outcomes that will make a real difference to your business. Rather than just measure experiences, our industry experts will guide and advise you so that you will get the most from any Voice of the Customer program.

We are growing world-wide businesses

Explore how our solutions can work for you

Combining Technology and Advisory Insight means we can create a range of bespoke solutions to fit your needs no matter what industry you work in and what problem you are trying to overcome.

Award winning Experiences

Position your business as customer experience leaders with an award-winning Maru/edr Voice of the Customer program

Understand Experiences

Know what makes a great experience and where in the business additional investment can make a difference

Demonstrate ROI

Our focus on outcomes means a Maru/edr Voice of the Customer program will drive change in your business and increase the bottom line

Add context to results

Understand results in relation to your market and close competitors by applying context from our industry experts

Marginal gains

Dig deep and find those small differences across all areas of the business to make a big impact and achieve results

Understand Emotions

Using the very first digital semiotics tool, you can now finally measure the emotional reaction of customers effectively using a robust methodology

Analyse and Report

Cut time spent processing data and get straight to the bottom of what your customers really think using our insight expertise and analysis tools – including text analytics

Put Results into Context

Lean on our cross-sector expertise and understand what your customers are really telling you

Design Experiences

Use customer feedback to build experiences your customers will love from the very beginning

Measure and Manage

Use continuous feedback on the right elements of your customer journey to effectively measure and manage your customer’s experiences with you

Create Winning Experiences

Understand what good looks like and work with all areas of your business to plans into action

Spread the Voice

Engage with the right people at the right time and in the right way to improve the entire customer experience

Measure what Matters

A great experience is about more than just a high brand advocacy score. Measure what really matters to your customers and by focusing on the areas where staff can really improve

Empower staff

Give your staff the tools they need to take action and proactively step in when issues arise

Position your Products

Use real-time feedback to ensure your products are reaching the right customers in the right way and at the right time

Develop talent

Use customer feedback to nurture the right behaviours in your workforce and celebrate success

Technology, advisory insight and thought leadership have always been – and will always be – the mainstays of our business. That’s how we continue to deliver true insight innovation. It’s this combination that sets us apart and provides real outcomes from Voice of the Customer feedback.

listen-blue

Listen

We’ve built all our technology from the ground up, integrating and processing multiple data points to tell your customer’s stories wherever, whenever

interpret

Interpret

We focus on outcomes, not just measurement and are passionate about delivering tailored Voice of the Customer programs

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Delight

We’ve been at the forefront of customer experience since 1999. We are Voice of the Customer experts

1444480
Over 2 million feedback responses collected every month
12000
Data equal to 12,800 song downloads transferred daily
20 languages
Delighting customers across five continents in more than 40 languages

News

eretail

Trends in Online Retail; a review of 2016

At the beginning of 2016, Maru/edr released the 33rd edition of the Digital Customer Experience Retail Benchmark report. The sixteenth edition of the annual Christmas wave revealed five key trends that had the potential to set leading retailers apart in 2016. Here, twelve months on, Associate Director for Retail Kat Hughes examines those five trends and reviews how the next twelve months are already shaping up for the retail market.

Read More

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