Trust is the human currency required for doing business
To better understand how trust builds and strengthens these bonds, Deloitte Digital has built the HX TrustID™, which measures perception on the underlying drivers of trust: humanity, transparency, reliability, and capability; and further identifies the highest-impact actions a brand can take to improve its trust.
Statistically, TrustID explains 96% of self-reported trust, and improvements in any of the four drivers have a quantifiable impact on purchase behavior and employee motivation.
of people who report highly trusting a brand buy almost exclusively from that brand over competitors in the same category
of employees who highly trust their employer feel motivated to work; only 29% of those who did not trust their employer are motivated to work
of people trust businesses to define a safe path to normal during COVID
The four signals of trust
How to measure trust in your organization
Want a better understanding of the trust for your brand? Try surveying your customers and workforce with these questions.
To what extent do you agree that…
- The brand demonstrates empathy and kindness towards me, and treats everyone fairly
- The brand openly shares all information, motives, and choices in straightforward and plain language
- The brand is able to provide quality products, services, and/or experiences
- The brand consistently delivers on its promises and my expectations
Learn more about the HX TrustID™ for:
Earning and Growing Trust in the Healthcare Industry | HX TrustID™
Earning and growing Trust in the Automotive industry | HX TrustID™
Earning and growing Trust in the Telecom and Media industry | HX TrustID™
In the news
SEE WHAT OTHERS ARE SAYING ABOUT OUR RESEARCH
Automotive News
The CMO Today Podcast
- New Report From Deloitte Digital and Twilio Reveals Disconnect Between Leader Perceptions and Consumer Values Around Trust, Provides Pathway for Brands to Close the Trust Gap | PR Newswire
- Customers Are Factoring Employee Treatment Into Buying Decisions | CMSWire
- Three Actions Hotels Should Take to Help Consumers Feel Safe | Hospitality Tech
- 2021 Global Marketing Trends with Deloitte’s Ashley Reichheld | Marketing Today
- The postgenerational workforce: From millennials to perennials | Capital H
- Road to Trust Is Paved With Signals | The Wall Street Journal
- To Build Trust, Align on Values-Based Approach | The Wall Street Journal
- Deloitte leader discusses how OEMs can build trust with customers | Automotive News
Take our research to go
DOWNLOAD THE GOOD STUFF
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A new measure of trust for consumer industries
A new measure of trust: Why it matters for automakers, and how to build it
A new measure of trust: Why it matters in travel and hospitality, and how to build it
Your Next Trip: Wholly Foreign & Largely Domestic
Shifting Automotive Retail into High Gear
Want to learn more? Reach out to a human
ASHLEY REICHHELD
Principal
Customer Strategy & Applied Design
Deloitte Consulting LLP
email
