3.8
3.6
4.1
4.3
3.5
3.8
3.8
5.0
5.0
5.0
5.0
5.0
5.0
5.0
4.0
1.0
2.5
3.0
2.0
2.0
1.5
Intuitive website flow and availability
of other online services
Ease of locating store/ branch
Ease of enquiry via online and offline
channels and assessing
requirements
Ease of comparing plans/ features
online
Sales/ dealer support at the retail
store in deciding the purchase
Relevance and availability of
significant customer reviews/
testimonials
Discount/ deals and add
-
ons included
CX laggard
Rated on a scale of 1
-
5, 5 being the best
Segment
CX leader
High variance in ratings
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory