Retail Effort Assessment Score
EAS® for Retail approaches the retail experience as a whole, by evaluating customer effort exerted while interacting at the level of all touch points or channels available and across 4 dimensions: time, physical, cognitive and emotional.
People shop on their mobile phones, in-store, and online and while shoppers have more choices and flexibility than ever, retailers’ ability to cater to their changing expectations and deliver a consistent service on all these platforms remains a real challenge.
Customers demand a seamless, friction-free shopping experience cross-device with an omnichannel approach that focuses on speed and ease of use, tailored to their needs. At Buyer Brain we take the current methodology of measuring customer effort to the next level. Through our tool we evaluate the friction level for all important touch points and we can include many more, depending on how in-depth you want to go. EAS thus becomes an asset for your business and acts as a “value vector” for your customer experience strategies.