â€� Customer support â€� Delivery experience â€� Quality of product â€� Return/ Refund experience â€� Quality of product â€� Trust Key experience attributes across the customer segments - Satisfaction : Customers were asked to rate their experience on a scale from 1 to 10 based on how satisfied they are with their main brand Loyalty: Customers were asked to rate their experience on a scale from 1 to 10 based on how likely they are to continue with their main brand Switchers 51 % Critics 3% Ambassadors 46 % Loyalty Satisfaction Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey co - created with EQUi T OR V alue Advisory