V
alue for money
T
rust
Service
experience
Wide range of
design
Social proof
In
-
store
experience
Customer support
Delivery
experience
Social
responsibility
T
ransparent
communication
Return/ Refund
experience
Brand visibility
T
rials
Online browsing
experience
Loyalty programs
Point
-
of
-
sale
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
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
Performance
Prioritisation
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX surve
y
,
co
-
created
with
EQUi
T
OR
V
alue
Advisory