Case Study: Marmalade delivers outstanding customer service with CustomerSure

Marmalade uses CustomerSure to deliver outstanding service, motivate staff and retain valuable customers

Marmalade Insurance, a UK insurer focused on young drivers, wanted a better way to capture and act on customer feedback so it could celebrate good service, improve continuously, and help staff understand their impact on customer satisfaction. It chose CustomerSure to support this real-time customer feedback initiative, including feedback on its telephone service.

CustomerSure provided a flexible, responsive feedback platform and reporting portal that Marmalade could tailor to its needs, with strong technical support during setup. The result was enthusiastic adoption across the business, overwhelmingly positive customer sentiment, and clearer priorities for service improvement, customer expectation management, and staff motivation.

Marmalade

Jenny Lakin

Customer Insight Manager