Trust
Service experience
Responsive support
Vehicle portfolio
Transparent
communication
Market presence
Test drive
Purchase
experience
Relaible delivery
Resale
Sustainable
practices
Simple buying
process
Social proof
Online experience
Financing support
Prioritisation
of an experience attribute
represents the relative importance stated by the customer for
the said attribute in influencing their purchase decision
Performance
on the experience attribute represents the customer�s perception of the segment in
fulfilling those requirements
I GET WHAT I WANT
I AM MOSTLY SATISFIED
I DON’T GET THIS SO NOT
SURE IF I WANT THIS
I WANT THIS BUT I AM
NOT GETTING THIS
Prioritisation
Performance
Source
:
ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, co
-
created with
EQUiTOR
Value Advisory