Operating Intangibles Loyalty Satisfaction Switchers 40% Dependents 1% Ambassadors 55% â€� Market sentiment â€� Service quality by staff/agent â€� Online browsing experience â€� Market sentiment â€� Value for Money â€� Service quality by staff/agent 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 Critics 4% Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co - created with EQUiTOR Value Advisory