Customer Effort

The survey report of more than 2,200 consumers examined the levels of customer effort required in different steps of the customer journey, pinpointed some key areas for improvement and identified the business impact in terms of returns, revenue, satisfaction and loyalty. Key findings confirm the consumer abandonment rate of technology products increases as the customer journey becomes more complex.
 

Key Finds Include:

  • 89% of consumers will return a technology product within a week if it is too difficult to set up - regardless of the price
     
  • Almost 60% expend the most customer effort during the setup & troubleshooting process
     
  • 52% are willing to put some amount of effort into troubleshooting by utilizing tech support
     
  • and more!

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And The Direct Impact
On The Brand Relationship

Customer Effort Research Report