T
rusted bank
Customer support
T
ransparent
communication
Promises kept
Banking
services
Delivery
Service
quality
Online browsing
experience
T
estimonials
Market presence
Loyalty
programs
Refunds
T
ransaction
experience
Branch experience
Social responsibility
I
AM MOST
L
Y
S
A
TISFIED
Prioritisation
of an experience attribute represents the relative importance stated by the customer for the
said attribute in influencing their purchase decision
Performance
on the experience attribute represents the custome
r
�
s perception of the segment in fulfilling
those requirements
I GET WH
A
T I
W
ANT
I DON’T GET THIS SO NOT
SURE IF I
W
ANT THIS
I
W
ANT THIS BUT I
AM
NOT GETTING THIS
Prioritisation
P
erformance
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey
and
co
-
created with EQUi
T
OR
V
alue
Advisory