Customer Effort Index – January 2021

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You Keep Me Hanging On – White Paper

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’.

New research covering over 27,000 brand interactions has enabled us to develop a sophisticated model of ‘customer effort’ which helps brands understand how improvements of interaction can impact customer loyalty.  Download the free white paper to learn more


Delineate Strategy Limited

Capital Tower Business Centre


CF10 3AG




[email protected]

+44 (0)333 939 8381


Delineate Strategy LLC

42 Broadway Suite 12-414

New York, NY 10004





[email protected]

+1 888-549-2593