Where Customer Experience Breaks Down — And What It Takes to Close the Effort Gap
Despite the growing number of service channels available, customers continue to struggle to get the help they need. Northridge Group’s 2019 study reveals a widening gap between customer expectations and business delivery—particularly when it comes to effort, speed, and personalization.
Based on surveys of more than 1,000 U.S. consumers and 300 business leaders, this report highlights where experiences are falling short and what organizations must do to improve.
Key Findings
Nearly 3 in 4 consumers will switch to a competitor after just one bad experience
- Only 53% of consumers report first contact resolution, indicating high effort and repeat interactions
47% of consumers had to make multiple contacts to resolve their most recent issue
64% struggle to navigate websites, and long wait times remain a top frustration
- Businesses overestimate ease of use across channels, revealing a significant perception gap
Download the Full Report
Access the complete findings, data, and recommendations from Northridge Group’s State of Customer Experience study.
Why It Matters
Customer effort is one of the most powerful drivers of loyalty—and one of the most overlooked. When customers are forced to repeat themselves, wait too long, or navigate complex systems, satisfaction drops and churn increases.
Organizations that reduce effort and deliver seamless, personalized experiences across channels will be best positioned to retain customers and drive long-term growth.
