T
rust
V
alue for money
Portfolio of
financial o
f
ferings
T
ransparent
communication
Customer
support
Account
closure
Market presence
Ease of
availing
services
Point
-
of
-
sale
experience
Social
responsibility
Branch
experience
App/ website
experience
Market sentiment
Fees or charges
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
Prioritisation
Performance
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
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX surve
y
, co
-
created with EQUi
T
OR
V
alue
Advisory