T
rust
Range of
quality o
f
ferings
Brand visibility
Delivery
experience
Service
experience
Point
-
of
-
sale
experience
Online browsing
experience
Customer
support
T
ransparency
Discounts
Return/ refund
experience
Social
responsibility
Loyalty program
Social proof
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
Performance
Prioritisation
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory