Operating Intangibles Loyalty Satisfaction Switchers 43% Critics 4% Ambassadors 53% â€� Transparent communication â€� Customer support â€� Trusted brands â€� Trusted brands â€� Customer support â€� Transparent communication 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 and co - created with EQUiTOR Value Advisor