Ease of Customer Upgrade / Adoption
How frictionless is it for an existing customer to adopt a new service or upgrade their current tier?
Key Takeaways
- The largest share of organizations experience high friction when customers try to adopt a new service or upgrade their tier, indicating that for most of the market, upgrade journeys still involve significant manual effort, delays, or complexity rather than a smooth self-service path.
- A significant portion of organizations report moderate friction, reflecting that while some steps in the upgrade process have been simplified, customers still encounter noticeable barriers rather than a fully streamlined experience.
- A smaller group has achieved low friction upgrades, showing that a more frictionless adoption experience is possible but not yet widespread across the market.
- Only a small minority have reached a truly seamless upgrade experience, suggesting that fully self-service, frictionless adoption remains rare and represents a clear opportunity for differentiation and improved customer retention.
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