Service
experience
Trust
Value for money
Range of
offerings
Social
responsibility
Purchase
experience
Social proof
Transparent
communication
Customer
support
Availability of
offerings
Point
-
of
-
sale
experience
Loyalty
programs
Return/refund
experience
Physical
experience
Trials
Discounts
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 consumer�s perception of the segment in fulfilling
those requirements
I GET WHAT I WANT
I AM NOT EXPECTING
MUCH
I DON’T GET THIS SO NOT
SURE IF I WANT THIS
I WANT THIS BUT I AM
NOT GETTING THIS
Performance
Source
:
ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX
survey, conducted in collaboration with EQUiTOR Value Advisory
High
priority