Quality of product
Customer
support
T
rust
V
alue for money
Service
experience
Delivery
experience
T
ransparent
communication
Stock availability
Point
-
of
-
sale
experience
Online browsing
experience
In
-
store
experience
Social proof
T
rials
Loyalty programs
Social
responsibility
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 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 in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory