Are Your Customers Working Too Hard?

Yes — yes, they are! Or at least, they certainly think so.

New R+D research from Ipsos shows that a majority of customers feel they put more effort than companies to resolve a negative experience. And when this is the case customers are far more likely to churn and bad mouth companies.

In this paper, we share detailed insights from our study, and summarize 3 key business implications:

  • Tracking the Customer:Company Effort Ratio is a better indicator of potential churn and bad mouthing
  • Letting your customers know that you are taking their issue seriously will improve your ratio
  • Implementing best practices for responding to customer issues which will optimize your ratio and improve ROI

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