Operating Intangibles Loyalty Satisfaction Switchers 47% Critics 4 % Ambassadors 48 % â€� Promised value for the money paid â€� Delivery experience â€� Customer support â€� Promised value for the money paid â€� Trusted brand name â€� In - store 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 Dependents 1% Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co - created with EQUiTOR Value Advisory