Trust
Stock availability
Return/ Refund
experience
Customer
support
Wide range of
offerings
Delivery
experience
Service
experience
Transparent
communication
Point
-
of
-
sale
experience
Discounts
Social
Responsibility
Physical
experience
Loyalty
Programs
Social Proof
Online browsing
experience
Trials
Purchase
experience
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 customer�s perception of the segment in
fulfilling those requirements
Prioritisation
Performance
I GET WHAT I WANT
I AM MOSTLY SATISFIED
I DON’T GET THIS SO NOT
SURE IF I WANT THIS
I WANT THIS BUT I AM
NOT GETTING THIS
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory