Friction Finder

Where is your customer experience breaking down?

This tool helps you identify friction across six dimensions of your business — the points where customers struggle, disengage, or give up.

Rate each friction point as a Major Factor, Minor Factor, or Not Applicable to your business. You'll receive a personalised friction heatmap and a prioritised reduction plan.

Your full name

Company name

Email address

Your role

Phone number (optional)

Rating scale

Major Factor — This is a significant source of friction that customers regularly experience

Minor Factor — This occasionally causes friction but is not a consistent problem

Not Applicable — This doesn't apply to your business or customer journey

Your Friction Map

Your Top Friction Priorities

Based on your ratings, here are the five friction points most worth addressing first.

Generating your reduction plan...

Validate against customer feedback

Your friction map reflects your own perspective. Paste in real customer feedback below — reviews, complaints, survey responses, anything — and we'll analyse it against your self-assessment to identify where the gaps are.

Analysing customer feedback against your friction map...

or upload a file

📎 Upload Excel, CSV or text file

What your customers are saying

Where your view and your customers' experience differ

Want expert help reducing friction?

Book a free 30-minute call to walk through your friction map and build a reduction plan together.

Book your free call