The Big Lockout

Trying to find information on account-access issues and their effects on customer experience is not easy.  We dared to ask why.  One theory we originally had was that they have no effect on CX because nobody ever has trouble accessing accounts.  But studies suggesting that account access problems are the reason for 30% – 40% of an average call center’s traffic told us to dig deeper.

Thanks to your participation in our recent survey, we learned that our original theory was way off. The truth is that account access issues are viewed as a frustrating cost (both to the business and consumer) of doing business online.

It shouldn’t be frustrating to do business online, and the business that provides a more intuitive way will win more customers and more transactions.

We summarized how customers feel about account access issues in an infographic.

The Big Lockout Infographic