Service quality
Online experience
Customer support
Loyalty programs
Network coverage
Mobile plans and
o
f
ferings
T
ransparency
Delivery
experience
Social
proof
T
rials
Refunds/
exchange
Discounts
Social
Responsibility
Store experience
I
AM MOST
L
Y
S
A
TISFIED
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
I GET WH
A
T I
W
ANT
I DON’T GET THIS SO NOT
SURE IF I
W
ANT THIS
I
W
ANT THIS BUT I
AM
NOT GETTING THIS
Prioritisation
P
erformance
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory