Point
-
of
-
sale
experience
Social
responsibility
Plans and
o
f
ferings
Branch
experience
Return/ Refund
experience
Service trial
V
alue
for money
Market
presence
Online
experience
T
ransparency
Social proof
Delivery
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
Performance
Prioritisation
Source
: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey
co
-
created with EQUi
T
OR
V
alue
Advisory