Tag Archives: Capita Customer Management

8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number of times an organisation is contacted – as a top three measure of customer experience. This is despite 8 in 10 respondents of a Customer Contact Association (CCA) member survey, in partnership with Capita Customer Management, admitting that they have stopped interaction with an organisation because it was too hard. Continue reading 8 in 10 people stop interaction with an organisation because it’s ‘too hard’