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 consume
r
�
s perception of the segment in fulfilling
those requirements
Market sentiment
Range of policy
Service quality
Customer
support
V
alue for money
Online browsing
experience
Market
presence
Renewals
Social
responsibility
Point
-
of
-
sale
experience
Personalised
services
Social proof
T
ransparency
Experience with
agency
I GET WH
A
T I
W
ANT
I
AM MOST
L
Y
S
A
TISFIED
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 surve
y
, co
-
created with EQUi
T
OR
V
alue
Advisory