What is self-service workflow failure actually costing you?
6 questions. A real number. Customers who call instead of self-serving, abandon mid-form, or submit non-compliant data all carry measurable cost. Most organizations have never calculated it.
2 minutes to complete
Question 1 of 6
Question 01 / 06
What industry are you in?
This calibrates cost benchmarks, recovery rates, and regulatory exposure defaults to your operating environment.
Question 02 / 06
How many self-service workflow transactions per year?
Applications, claims, enrollments, payments, service requests, account changes. Any transaction that a customer should complete via self-service.
Common estimate:
Question 03 / 06
What % of transactions come in via phone instead of self-service?
Channel leakage: customers who should use self-service but call an agent instead. Include IVR escalations and chat-to-agent handoffs.
Common estimate:
Question 04 / 06
What % of self-service sessions are abandoned before completion?
Customers who start the form or workflow but drop off before submitting. Include partial submissions and session timeouts.
Common estimate:
30%
5% — Low35%70% — High
Question 05 / 06
What % of completed submissions fail compliance or data quality review?
Missing required fields, incorrect data, failed validation rules, or regulatory non-compliance discovered downstream. Estimate if you don't track it precisely.
Common estimate:
12%
5% — Low20%40% — High
Question 06 / 06
What's the average value per self-service transaction?
The value of the underlying product, policy, payment, or service request. This varies by product type. Use your best estimate.
Common estimate:
Your Estimated Annual Cost of Self-Service Failure
Based on your inputs, your self-service workflow failure cost is approximately
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per year
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Unlock full breakdown
See exactly where this cost comes from.
Enter your work email to unlock the full breakdown — including cost by component, your primary leakage pattern mapping, and a quarterly cost-of-inaction figure.
Channel Leakage vs. Abandonment vs. Remediation vs. Compliance Exposure
Your primary Leakage Pattern (LP1–LP5) mapping
Cost of waiting one quarter to act
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