3.5
3.8
3.4
4.3
3.6
3.9
3.7
3.9
4.2
4.3
4.7
4.3
4.6
4.3
2.7
3.0
2.7
4.0
2.7
3.3
2.7
Intuitive website flow and availability of
other online services
Ease of locating store/ branch
Ease of enquiry via online and offline
channels
Option of assessing handset
compatibility with 4G/5G connection
Accessing network coverage and
strength in the desired area
Ease of comparing plans/ data pack
options and add
-
on services
Relevance and availability of significant
customer reviews/ testimonials
Segment
CX laggard
CX leader
High variance in ratings
Rated on a scale of 1
-
5, 5 being the best
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory