Last updated : February 24, 2023 4:07 pm
The ‘EAS- Friction score’ by Terragni Consulting, which studied the retail, ecommerce, banking and insurance sectors, maps customer journey and records perceptions across the pre-purchase, purchase and post-purchase stages of their retail journey.
Terragni Consulting has come out with its ‘EAS- Friction Score’ - a report on consumer perception of ease and effort in their experience of services. The report looks at the four large consumer sectors in India namely, retail, ecommerce, banking and insurance. The report basically explores if the digital drive has eased the customer journey with their service providers. It points out that across the four sectors, consumers experience higher stress on account of iterations, ineffective messaging, lack of visibility, and an overall sense of lack of control.
//