Operating Intangibles Loyalty Satisfaction Switchers 48% Critics 1% Ambassadors 51% â€� Market sentiment â€� Responsive customer support â€� Transparent communication â€� Market sentiment â€� Responsive customer support â€� Value for Money 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