[Research Report] Customer Effort and the Direct Impact on the Brand Relationship
Hi Jon –
We recently surveyed more than 2,000 consumers to examine the level of effort required at different stages of the customer journey. Key findings confirm the consumer abandonment rate of technology products increases as the customer journey becomes more complex.
– 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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