Maru/edr scoop two top prizes at UK Customer Experience Awards for utility and financial services expertise


October 27, 2016

Maru/edr are delighted to announce that they are winners of two UK Customer Experience Awards for their innovative customer feedback programmes.

Voice of the Customer experts Maru/edr scooped two awards for their work in both the finance and utility sectors cementing them as experts in their field. Their work in both sectors demonstrates their ability to accurately shape significant changes and drive action across some of the UK’s leading businesses.

Recognised for their work within the utilities sector Maru/edr were awarded top prize for ‘Return on Customer Experience’ after demonstrating a remarkable return on investment since the introduction of the British Gas program just three years ago. A clear focus on delivering actionable insight helped one of the UK’s leading energy providers identify key pain points and develop effective solutions to do whats right for the customer, as well as what was right for the business.

In the ‘Customer Centric Culture’ category Maru/edr won a silver award within the financial services sector thanks to their implementation processes and ability to drive internal engagement to shape CX excellence. The Voice of the Customer is now engrained at all levels of Lloyd’s Banking Group from acting customer first in the boardroom to developing personalised improvement plans for individual agents.

Thanks to Maru/edr’s insight delivery success, businesses across multiple industries are seeing tangible changes and improvements as a result of their Voice of the Customer programs – including the utilities, financial services and retail sectors. Other Maru/edr clients also celebrated victory at the awards including New Look, NowTV and Old Mutual Wealth.

Steve Brockway, Managing Director at Maru/edr, comments, “It’s yet another fantastic recognition of the work we are doing to help brands transform and continually improve. Our partnerships with businesses within the finance and utilities sector ensures that the Voice of the Customer is embedded in the heart of what they do, shaping business decisions and engaging their staff so it’s great to be recognised alongside them”.