Operating Intangibles Loyalty Satisfaction Switchers 44% Critics 3% Ambassadors 53% â€� Value for money â€� Market presence â€� Transparent communication â€� Service experience â€� Trusted brand name Key experience attributes across the customer segments - Satisfaction : Customers were asked to rate their experience on a scale from 1 to 10 based on how satisfied they are with their main brand Loyalty: Customers were asked to rate their experience on a scale from 1 to 10 based on how likely they are to continue with their main brand Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, co - created with EQUiTOR Value Advisory