T
rust
Range of
o
f
ferings
V
alue for money
Customer
support
Service
experience
T
ransparent
communication
Social
responsibility
Delivery &
installation
Point
-
of
-
sale
experience
Return/refund
experience
Social proof
Site visit
Band
visibility
Online browsing
experience
Loyalty
programs
T
rials
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
Performance
I
AM NOT EXPECTING MUCH
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
High
priority
Source: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX surve
y
, conducted in collaboration with EQUi
T
OR
V
alue
Advisory