Maru/edr is a customer feedback company that aims to provide the best customer experience insights for its clients. It utilizes technology and data integration across various channels to understand customer views in real-time. Maru/edr offers solutions like website surveys, feedback buttons, digital benchmarking, and analysis/reporting to help clients identify priority areas for improvement based on customer feedback.

1. About Maru/edr

2. V I S I O N
To paint better pictures faster for our clients….
….to be the most highly regarded customer feedback
company in the world
LISTEN INTERPRET DELIGHT

3. Technology
Advisory Insight
+

4. Utilising world-class technology to listen to
consumers across all channels in the moments
that matter, combining the customers’ view in real-
time with advanced analytics, data
integration and sector expertise to
drive outcomes and positive customer
experiences
VOC PROPOSITION

5. VERTICAL EXPERTISE
Retail Finance Travel &
Hospitality
Media Consumer
Services
B2B

6. Our Solution
Website exit survey
Effectively capture site feedback in near real-time from
browsers and purchasers with responsive survey
Feedback button
Fix issues and purchase blockers quickly and effectively
with a real-time site feedback button
Digital Benchmarking
Discover how and where to improve your digital
customer experience by utilising a profiled panel of
digital shopping experts
Our digital feedback solution
captures responses across all
areas of your digital customer
experience.
And because we’re not just
focused on measurement, our
analysis and reporting options
provide clear and precise
actions to drive your business
forward.
Analysis & Reporting
Turn feedback into clear actions and business
improvements, including intelligently identifying priority
investment areas and improvements
LISTEN INTERPRET DELIGHT

7. MARU GROUP ECOSYSTEM CAPTURES
MULTIPLE DATA TYPES
LISTEN INTERPRET DELIGHT
Transactional BehaviouralResearch type /
mode

8. MARU GROUP ECOSYSTEM CAPTURES
MULTIPLE DATA TYPES
LISTEN INTERPRET DELIGHT
01
Survey
Design
02
Survey
Scripting
03
Data
Collection
04
Data
Process
05
Analytics
06
Charting
07
Interpret
08
Output &
Report
Scripting
EDR: END TO END PLATFORM

9. SUPPORTING DEEP THINKING
AND QUALITY OUTPUTS
LISTEN INTERPRET DELIGHT
Storage &
Management Analytics Curation
Unstructured data analysis
Intelligent algorithms
Metric measurement IP
Relationships data streams
Correlations between metrics
Benchmarks
Historic patterns & prediction
Integrator of multiple
data streams –
different types &
formats of data
Storage of data
Management &
manipulation of data
Overlays of ‘free’
contextual data
Qualitative overlays
Data visualisation
Knowledge
repository from
historic vertical
learning

10. EXPERT DATA INTEGRATION FROM ANY THIRD PARTY
Complex data
feeds for global
programmes,
including Tesco
Clubcard,
Nectar
(Sainsbury’s)
and British
Airways
Security
procedures
ensure
customer/
client data is
secure
Technical experts
to set up,
manage and
maintain
integrations
Includes social
media, reviews,
loyalty cards and
analytics
LISTEN INTERPRET DELIGHT

11. COMMITTED TO OUR PEOPLE & ENVIRONMENT
“To be the kind of company that
I would want to work for…..”
Winners of The Sunday Times Special Award for Learning &
Development

12. LISTEN INTERPRET DELIGHT
Informed direction
with Maru/edr
>>>

13. We understand the
challenges you face,
and we have solutions

14. TOOLS YOU NEED IN YOUR
TOOLKIT
LISTEN INTERPRET DELIGHT
Closed loop feedback
Text analytics
Video feedback
Net chats
Segmentation
Digital feedback
Co-creation
Benchmarking

15. OUTCOME FOCUSED
REPORTING
LISTEN INTERPRET DELIGHT
Our HUB data
interrogation tool &
text analytics
Real-time
Dashboards
“Deep Dive”
Insight Debriefs

16. LISTEN INTERPRET DELIGHT
Text Analytics
Understand your customers in their own words
Gain true value and feedback from customer comments and
opinions; allows immediate awareness, action of issues and
problem diagnosis
Full qualitative to quantitative feedback
Automatically group negative and positive comments into
pre-defined categories for simple and easy analysis
Produce targeted and dedicated reports and alerts based on
the results of verbatim analysis
Results analysed and trended overtime to understand
changes in spontaneous customer feedback; real-time feeds
also integrated in store/area level dashboards

17. LISTEN INTERPRET DELIGHT
A customer panel is a powerful resource
Your Panel:
•Is an extension of your brand
•Delivers an engaging and
personal experience
•Is flexible and responsive
•Integrates customer data with
feedback
A research partner that:
•Interprets and unlocks the
brand magic
•Delivers research expertise
•Has a proven track record of
delivery
•Works as an extension of your
team

18. Understand the nonconscious decision making
process
EPSTM identifies a small but very emotional powerful set of
symbolic elements found in the structure of images
These symbolic elements describe the nonconscious pre-rational
decisions that QUALIFY products and services for conscious
consideration
These qualifiers are critical to brand success
LISTEN INTERPRET DELIGHT

19. Our unique solution
EPSTM is a proven research
innovation
Unique understanding of images
provides a quantifiable link between
unspoken nonconscious motivations
and actions
Results can be filtered by any other
data collected
Immediate availability of results
Online methodology provides scope
for large sample sizes
LISTEN INTERPRET DELIGHT

20. We won’t stop there –
we are always looking
to the future