Physical
experience
T
rust
T
rials
T
ransparent
communication
Social proof
Range of
o
f
ferings
Return/ refund
experience
V
alue for money
Service
experience
A
vailability of
o
f
ferings
Customer
support
Online browsing
experience
Social
responsibility
Point
-
of
-
sale
experience
Reliable delivery
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 custome
r
�
s perception of the segment in fulfilling
those requirements
Performance
Prioritisation
I
AM MOST
L
Y
S
A
TISFIED
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
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX surve
y
, co
-
created with
EQUi
T
OR
V
alue
Advisory