Wait for it… only 1% of advised consumers were aware versus 10% of non-advised. This could apply to any business with complexity (Or even no complexity). One option to address this is have the customer experience checked by experts (We have been doing this for 25 years plus).
You will then have evidence that your staff are explaining the product /service correctly. This has to be a win/win for Business & Customers for further information, contact us.