Availability of customer support
-
refunds/ returns
Quality of resolution
Easy to availing loyalty program/
membership upgrade and renewal
Regular and quality community
engagement
Personalised promotion of events
Proactive feedback collection and
response
3.6
3.4
3.1
3.7
3.3
3.7
4.1
3.9
3.5
3.9
3.9
3.8
4.7
4.3
4.3
5.0
4.3
4.7
Rated on a scale of 1
-
5, 5 being highest
Segment
CX laggard
CX leader
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory