T
rust
Product portfolio
Market presence
Return/ Refund
experience
Customer support
Service
quality
Social
responsibility
Delivery
experience
T
ransparency
T
ransactional
experience
Purchase
experience
Social proof
EB2B experience
Loyalty program
T
rials
I
AM MOST
L
Y
S
A
TISFIED
Prioritisation
of an experience attribute represents the relative importance stated by the distributor 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
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
Performance
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory