CX leader
CX laggard
Segment
Rated on a scale of 1
-
5, 5 being highest
3.5
3.3
3.3
3.5
2.8
3.7
3.5
5.0
5.0
5.0
4.5
4.0
5.0
5.0
4.3
4.2
4.4
4.2
4.2
4.4
4.4
Website UX/ UI and ease of enquiry
Ease of
visualising
aspects of the appliance
online
Relevance of the reviews & testimonials in
assessing the purchase
Ease of finding the product at store, based on
location and stock availability
Ease of understanding technical aspects of the
appliance across all channels
Ease of comparing options/ features across all
channels
Quality of offline demo and sales support in
assessing the purchase
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey
co
-
created with EQUiTOR Value Advisory