Operating Intangibles Loyalty Satisfaction Switchers 58 % Critics 2 % Ambassadors 38 % â€� Promised value â€� Consistent product quality â€� Personalised services â€� High performing vehicle â€� Trusted brand â€� Empathetic service by staff 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 Dependents 2 % Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, co - created with EQUiTOR Value Advisory