Ease of locating store
Store accessibility and parking facility
Intuitive store layout and product display
Stock availability at store
Ease of understanding product information
Facilitation of options/ features comparison
Ease of evaluation basis recommendation,
expert reviews and customer feedback
Similarity of information available online vs
offline
CX laggard
CX leader
4.4
4.4
4.3
4.1
4.3
4.6
4.4
4.7
4.7
5.0
4.3
4.7
4.7
4.7
4.7
5.0
3.7
4.0
4.0
3.7
4.0
4.3
4.0
4.3
Segment
Rated on a scale of 1
-
5, 5 being highest
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey,
co
-
created
with EQUiTOR Value Advisory