Operating Intangibles Loyalty Satisfaction Switchers 43% Critics 2% Ambassadors 55% â€� Product quality â€� Trusted brand â€� Customer support â€� Trusted brand â€� Promised value for the money paid â€� Delivery experience 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 CX survey co - created with EQUiTOR Value Advisory