Customer Experience (CX) Experts
We put Customer Needs at the heart of key business decisions
Maru is a leading CX insights and customer research company that combines expert research consultancy with powerful CX tools to empower brands, unlock better customer experiences, and bring companies closer than ever to their customers.
With over 25 years’ experience under our belts, we’re proven leaders in Customer Experience (CX) and have won multiple awards for our CX services across multiple sectors.
We have perfected our signature System 1 CX tools to quantify the emotional needs of customers, understanding what’s needed to close the gap at a touchpoint or journey level.
We’ve empowered scores of the UK’s biggest blue-chip companies with the CX insights they need to better understand their customers and to make big strategic calls with confidence.
Now we’d love to do the same for you.
We’re experts who ensure CX programmes reach their full potential
Our business is powered by people. Our clients don’t just buy software, they buy the experts who can bring a programme to life. Never ‘off the shelf’, each programme we design is underpinned by best-practice but ultimately unique to work for the quirks of your business. You’re in safe hands – we’re CX Researchers, Project Managers and Operational Specialists all under one roof.
Value-add consultancy
We act as an extension of your team, providing day-to-day support, best-practice consultancy, and sector-specific thought leadership. We take the time to understand your business and shape tailored CX research solutions.
Maximise ROI
We capture and connect disparate data sources, transform complex data into meaningful stories, and highlight where to prioritise resources. In doing so we prevent costly mistakes, protect revenue, and secure ROI for our clients.
Our comprehensive CX toolkit is customised for your business
We design CX programmes that capture the right data, from the right audiences, at the right time. We integrate this feedback in real-time with valuable operational and customer data you already hold. By bringing these complex datasets to life and engaging your teams with a holistic view of the real-time customer voice, we drive confident commercial decisions and prompt revenue rescuing actions at all levels of your business – from tactical response at the front line to strategic direction in the boardroom.
Data management customised to your business with our ISO27001-accredited CX software.
Measures subconscious attitudes, feelings, and biases with Implicit Response Testing (IRT).
Identify key drivers and get ahead of KPI movements with Advanced Analytics & Modelling.
Unlock contextualised & quantified customer stories with Holistic multi-survey data views.
Bring customer experiences to life with Video and voice note feedback in surveys.
Rescue poor experiences and protect at-risk revenue with Closed loop alerts.
Keep the conversation going with engaged CX respondents with Instant Qual follow-ups.
Capture feedback in the moments that matter with our Comprehensive survey methodologies.
Quantify emotional needs alongside CX KPIs with our Integrated System 1 question types.
Talk to customers about what matters most to your business right now with Agile Hot Topics.
Unlock the power of verbatim with machine-learning powered Sentiment Text Analytics.
Personlise survey journeys and contextualise feedback by Integrating with operational data.
Data easily and securely accessible 24/7 via our self-serve Online results analysis portal.
Empower teams with Real-time dashboards and Personalised push reporting.
Our comprehensive CX toolkit is customised for your business
We design CX programmes that capture the right data, from the right audiences, at the right time. We integrate this feedback in real-time with valuable operational and customer data you already hold. By bringing these complex datasets to life and engaging your teams with a holistic view of the real-time customer voice, we drive confident commercial decisions and prompt revenue rescuing actions at all levels of your business – from tactical response at the front line to strategic direction in the boardroom.
· Data management customised to your business with our ISO27001-acredited CX software.
· Capture feedback in the moments that matter with our Comprehensive survey methodologies.
· Personlise survey journeys and contextualise feedback by Integrating with operational data
· Measures subconscious attitudes, feelings, and biases with Implicit Response Testing (IRT).
· Quantify emotional needs alongside CX KPIs with our Integrated System-1 question types.
· Bring customer experiences to life with Video and voice note feedback in surveys.
· Talk to customers about what matters most to your business right now with Agile Hot Topics.
· Data easily and securely accessible 24/7 via our self-serve Online results analysis portal.
· Identify key drivers and get ahead of KPI movements with Advanced Analytics & Modelling.
· Unlock the power of verbatim with machine-learning powered Sentiment Text Analytics.
· Rescue poor experiences and protect at-risk revenue with Closed loop alerts.
· Unlock contextualised & quantified customer stories with Holistic multi-survey data views.
· Empower teams with Real-time dashboards and Personalised push reporting.
· Keep the conversation going with engaged CX respondents with Instant Qual follow-ups.
Unlock real understanding of customer needs by quantifying emotions
CX is evolving. It’s no longer enough to simply ask your customers what they think about the experiences they have with you. Today’s brands need to understand their customers’ needs at an emotional level; ones that they may not even be able to put into words – to really get to the heart of how we connect with them. This helps you delve deeper than you ever have with your audience and supercharges your CX decisions.
Our proprietary CX software is set up to do just that. We use our signature ‘System 1’ technology, which builds on areas such as behavioural science and gamified surveys to help enable a deeper understanding of your audience - and allow them to express not only what they think of you at a logical level (System 2) but at an intuitive, emotional level (System 1)
Start shaping the CX solution that's right for your business
Ready to arm the right people in your business with the opportunity to take smart action in response to real-time customer feedback?
Partner with Maru to secure long term success with future-proofed solutions that will evolve and grow in line with your needs. Join our network of blue-chip clients and sector leaders today.
To find out more about how our CX insights services and proprietary software could help your business, read more about us or get in touch to discuss your CX needs.