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Delivery on promised value
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Ease of test drive
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Trusted brand name
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Delivery on promised value
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Responsive customer support
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
Operating
Intangibles
Loyalty
Satisfaction
Switchers
46%
Critics
2%
Ambassadors
51%
Dependents
1%
Key experience attributes across the customer segments
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Source
:
ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, co
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created with
EQUiTOR
Value Advisory