Delivering customer experience in the face of mask wearing – Ipsos
April 15, 2021
In this new paper, Ipsos offers guidance for organizations charged with designing and delivering positive customer experiences within the mandated health and safety measures that includes the wearing of face masks to reduce the spread of COVID-19.
Research shows that face masks affect human rapport and relationship-building as they inhibit facial perception and communication. This is reflected in the Ipsos study; over four in ten (43%) customers reported that face masks negatively impacted their customer experience.
