Service experience Trust Guest feedback Location Cancellation and refunds Social proof Loyalty programs Transparent communication Room comfort Social responsibility Discounts Point - of - sale experience Facilities â€� Spa, restaurants, pool Online browsing experience 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 consumerâ€�s perception of the segment in fulfilling those requirements I GET WHAT I WANT I AM MOSTLY SATISFIED I DON’T GET THIS SO NOT SURE IF I WANT THIS I WANT THIS BUT I AM NOT GETTING THIS Performance Prioritisation Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co - created with EQUiTOR Value Advisory