Our Customer Friction Factor℠ Assessment service is fast and comprehensive. You quickly see how your challenges compare to the industry and get actionable steps to improve customer experience with quantifiable value to your business. We take a broad view of the customer and look at transactions, which can occur online, over the phone, or in person, and tailor the analysis to your specific industry and target demographics.
Our Customer Friction Factor services give you an outside-in understanding of any aspect of interaction that has a negative impact on the customers, employees or partners conducting business with your organisation. That includes customer goals, causes of friction and a proactive evaluation
of how you’re doing. We can help you identify the root causes of customer friction, plot a roadmap and prioritise initiatives that will deliver the greatest improvements in customer experience, showing you a 360-degre customer journey, improvement opportunities and benchmarking tools.
And you will find and fix high-friction areas to deliver the type of pain-free service that delights customers while reducing internal costs. Ultimately, you will surpass customer expectations and deliver a positive, pain-free experience that keeps people coming back.
In today’s competitive landscape, baby boomers are driving excellence in the health plan shopping experience. An eye-opening report by NTT DATA Services looks at the friction factors those consumers experienced while comparing and shopping for a Medicare Advantage plan.
We looked at 46 plans and graded each, based on ease of shopping and customer frustration. Learn more about disparities and see how your plan fared.