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Insights: Whitepaper
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.


  • Easy Street: Finding the path of least resistance for customer loyalty
  • The Satisfaction Myth: A shift to effort and the new challenges for brands
  • The Ease Factor: The pitfalls of difficult interactions
  • The Effortless Experience: Make the customer's life easier by minimizing effort
  • Methodology

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