Consumer Support Professionals: Feedback on Recurring Workflows

What We're Researching We're running a paid study on the friction points consumers experience during recurring workflows. Understanding these common roadblocks helps us identify areas where targeted support or small, useful offers could make a significant difference. Your observations from the front lines will provide essential real-world context on how people actually navigate these challenges. How It Works You will complete a detailed asynchronous questionnaire focusing on a specific consumer workflow you frequently assist with. Throughout the survey, you will describe recurring problems you have observed and the typical workarounds people employ to bypass them. We will ask you to estimate the frequency of these issues and note any observed payments related to the task. Please draw clearly on direct observations rather than theoretical estimates, ensuring no sensitive or identifying customer data is shared. Who This Is For We welcome customer support specialists, client success managers, and anyone whose primary role involves directly helping consumers navigate recurring tasks. The ideal participant has a sharp eye for recurring user friction and can clearly articulate the gap between a planned workflow and actual user behavior. If you spend your days guiding people through routine processes, you are a great fit for this study. What You'll Do Complete an independent questionnaire detailing a recurring consumer workflow you support Describe common user friction points and th