Let's take a brand like Disney World and analyze how benchmarking could be used to ascertain the quality of the consumer experience. The total Disney World experience is made up of lots of small experiences that compose the full brand picture. First comes the decision about where to go on the weekend. For this, a brand needs to have stamped its awareness into the consumer's mind. In terms of awareness, Pepsi and McDonald's are leaders.
Awareness comes with an impression of an overriding reputation.
Second, traveling to the park. Easy access will be the aim. Third, entering the park. Fourth, the greeting. Purchasing the ticket may be inspired by Hertz procedure and mien.