We get asked a lot of questions about Voice of the Customer (VoC) and what it is we offer here at Maru/Matchbox . To help get you started, we have posted a handful of frequently asked questions below. These aren’t exhaustive, so if you can’t find what you’re looking for please do get in touch with the team. We look forward to hearing from you.

Ambitious organisations work with Maru/Matchbox to become more competitive and to maximise sustainable growth through better customer experiences. 

Our powerful combination of advisory insight and proprietary technology empowers clients to confidently place the Voice of their Customer at the heart of important decisions and to take revenue-protecting action at every level of their organisation without delay.
Our sector specific experts implement, maintain and elevate successful programmes by truly getting to know our client’s businesses. Working as an extension of their team we follow the emerging stories and bring customer experiences to life in the boardroom.

Our technology is comprehensive yet agile, allowing our insight professionals to capture, explore and integrate large volumes of data quickly. We are always on the front foot, driving continuous improvements and optimising success every step of the way.
With 19 years of digital expertise we know what good looks like, embedding visionary VoC programmes that enables our clients to build better experiences for their customers and in doing so get more profitable results.

Voice of the Customer (VoC) programmes are a means by which businesses can hear about the experiences and preferences of their customers and prospects. Products and services must continually be shaped and refined to successfully retain existing customers, secure new customers, and increase customer lifetime value.

At Maru/Matchbox we have a wide variety of mechanisms for capturing, analysing, and socialising the voice of your customer, bringing customer experiences to life and mapping these to your business KPIs.

Our solutions range from always-on, real-time and post-experience programmes through to customer panels, pop-up communities and one-off snapshot studies. We’re also big believers in the importance of capturing the voice of your colleagues, given they are at the front-line day-in day-out, witnessing customer pain-points and the impact these have on what your customers do next.
Each of our VoC solutions are designed to solve a specific challenge, leveraging both our People and our Technology to achieve real outcomes for your business, your colleagues and your customers. But all Maru/Matchbox solutions also seamlessly bolt together to create a comprehensive VoC programme for your business, bringing with it the benefit of a holistic customer view managed through one a dedicated team of passionate professionals.

We’re a full-service agency: our team is built up of Research Professionals, Operational Experts, and VoC Technicians – all under one virtual roof. We’re here to support with every step of your programme implementation and in-life management, offering best practice and thought leadership along the way.

VoC programmes reach their full potential when they are tailored to your business: there’s no such thing as ‘one size fits all’. We therefore design and maintain programmes that ensure that you capture the right data, from the right people, at the right time – we know what good looks like.

VoC programmes reach their full potential when they empower action at every level of the organisation, not just in the boardroom. We therefore work alongside you to get the right data to the right people, in the right way, at the right time to empower action. We’re an extension of your team, and of your brand.

That said we leverage our own proprietary platform to run our programmes – everything from survey deployment and data collection to advanced analytics and data visualisation. If you want to get your hands on your data in real-time and run your own analysis you can be set up with log-in credentials for our intuitive 24/7 Analysis Portal.

We’d be delighted to bring Maru/Matchbox’s capabilities to life for you in a live demonstration. Just send our team an email at info@marumatchbox.com and we’ll be in touch!

There’s no one-size-fits-all VoC programme. We’ll work with you to understand where you are on your VoC journey and recommend suitable options. Based on the objectives you share with us, we’ll configure a solution that fits your business need and budget. That said, we do have a standard set of solutions available that have pre-defined scope and budget. Get in touch with the team by emailing info@marumatchbox.com to set up a discussion about your options.

No. We know how important responsible implementation is to the long-term success of VoC programmes. Engagement and education of the teams and stakeholders who will ultimately be the end-users of the programme’s outputs is equally important for unlocking maximum ROI. So, it’s worth taking time to get your programme carefully mapped out and embedded, and we often find that a pilot study, proof of concept or phased rollout proves to be very valuable. Equally, we’re experienced in seamlessly transitioning existing VoC programmes (including historical data) across to our platform and working with our clients to elevate them over time. The Maru/Matchbox team are more than happy to talk you through the options here and to help work out what will work best for your organisation.

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Please email us the details at info@marumatchbox.com

We look forward to shaping a solution that will achieve great outcomes for your business!

Maru/Matchbox are always on the lookout for passionate, innovative talent to join our expanding team. We can offer you a forward-thinking career in a sector that’s set to continue to grow and innovate. Working with some of the largest, most respected, ambitious organisations out there you certainly won’t be short of opportunities!

Please email us your CV with a covering letter to info@marumatchbox.com and we’ll be in touch.

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