Terragni Consulting, a new-age engagement consultancy has generated a neuro-science-based study – The India Effort Assessment Score (EAS) Index Report 2023. The report focuses on four consumer sectors, including banking, insurance, retail, and e-commerce, to understand the level of effort required by Indian consumers in their interactions with service providers in these sectors. The report aims to assess how easy or difficult it is for consumers to do business with companies in these sectors and identifies areas for improvement.
By focusing on these four sectors, the report provides valuable insights into the customer experience in India and can be used by companies to make necessary changes to improve the customer experience and increase customer satisfaction. The India EAS (Ease of doing business with a brand) Index Report focuses on identifying customer pain points in their interactions with brands and offers recommendations to alleviate these challenges.
The report seeks to provide insights into how companies can improve the customer experience and make it easier and more convenient for customers to do business with them. The aim is to help companies simplify and streamline processes, improve communication, and provide a better overall experience for their customers.
According to the India EAS Index Report, customers experience higher stress levels due to various factors such as iterations, ineffective messaging, lack of visibility, and a general sense of lack of control. These factors can contribute to a negative customer experience and lead to dissatisfaction. The report seeks to shed light on these pain points and provide recommendations for companies to address them and improve the customer experience. By reducing stress and frustration in customer interactions, companies can increase customer satisfaction, loyalty, and advocacy.
The report suggests that brands can reduce customer stress by providing high visibility of outcomes, making it easier for customers to see and understand the results of their interactions with the company. The report also recommends that businesses should design for failure, recognizing that not all customer journeys will be successful and that there will be challenges along the way. By proactively addressing potential failure points and designing processes that are flexible and resilient, companies can better manage customer expectations and provide a smoother and less stressful experience for customers. This can ultimately improve customer satisfaction and increase brand loyalty.
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