Ope r a ting I n t angibles Loyalty Satisfaction â€� T rusted brand â€� Service experience â€� Discounts â€� Point - of - sale experience â€� T rusted brand â€� Plans and o f ferings Key experience attributes across the customer segments - Satisfaction : customers were asked to rate their experience on a scale from 1 to 10 based on how satisfied they are with their main brand Loyalty: customers were asked to rate their experience on a scale from 1 to 10 based on how likely they are to continue with their main brand Switchers 48% Critics 2% Ambassadors 50% Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey co - created with EQUi T OR V alue Advisory