Delineate Customer Effort Index

Brands are still getting the basics wrong when it comes to customer interaction. This not only creates dissatisfaction but, more importantly, it builds a sense that a brand is ‘being difficult’. Based on new research covering over 27,000 brand interactions, research firm Delineate has developed a sophisticated model of ‘customer effort’ which helps brands understand how improvements of interaction can impact customer loyalty.

In a world where virtually anything we want is only a click away, customers expect their interactions with brands to be simple and fast. This whitepaper dives into the key challenges for brands in customer effort.