Builder
portfolio
T
rust
V
alue for
money
T
ransparency
Booking
experience
Service
experience
Point
-
of
-
sale
experience
Customer
support
Site visit
W
ebsite/ app
experience
Location
Complementary
o
f
ferings
Registration and
possession
Social
responsibility
Social proof
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 custome
r
�
s perception of the segment in
fulfilling those requirements
I GET WH
A
T I
W
ANT
I
AM
MOST
L
Y
S
A
TISFIED
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 CX surve
y
, co
-
created with
EQUi
T
OR
V
alue
Advisory