Customer Service Report 2017

What drives an outstanding customer experience?

New research states that one in six consumers experience poor customer service at least once a week.

Maru/edr believe that this is largely due to the fact that companies still cling to provincial ‘industry wisdom’ that – rather than enriching a customer experience strategy – has an adverse effect that can leave a customer frustrated and alienated.

By sampling a nationally representative group of adult consumers , we have identified the fundamental principles of an outstanding customer service experience from actual customers – not the corporate think-tanks.

As customer experience continues to sit at the forefront of corporate strategy, it is now more important than ever to ensure that its fundamental principles support – not undermine – the overall relationship with your customers.

Download Maru/edr’s latest Customer Service report to understand the 3 key principles that underpin an outstanding customer experience.



© Maru/edr 2016