Trust
Range of
offerings
Value for money
Reliable delivery
experience
Availability of
offerings
Service
experience
Return/ refund
experience
Customer
support
Physical
experience
Transparent
communication
Point
-
of
-
sale
experience
Online browsing
experience
Trials
Social
responsibility
Social proof
Loyalty
programs
Discounts
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 consumer�s perception of the segment in fulfilling
those requirements
I GET WHAT I WANT
I AM NOT EXPECTING
MUCH
I DON’T GET THIS SO NOT
SURE IF I WANT THIS
I WANT THIS BUT I AM
NOT GETTING THIS
Performance
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, conducted in collaboration with EQUiTOR Value Advisory
High
priority