Servicing
location
Unit rate
V
alue
-
add
services
Sta
f
f service
T
rust
T
ransparent
communication
Consistent
supply
Application
process
Customer
support
Physical
experience
App experience
T
rials
Social
responsibility
Refund
experience
Point
-
of
-
sale
experience
Social Proof
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 consume
r
�
s perception of the segment in fulfilling
those requirements
I GET WH
A
T I
W
ANT
I
AM NOT EXPECTING MUCH
I DON’T GET THIS SO NOT
SURE IF I
W
ANT THIS
I
W
ANT THIS BUT I
AM
NOT GETTING THIS
Performance
Prioritisation
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory