Our Trust Index

Why is trust important?

Our most recent Trust Index shows that building and sustaining trust helps drive commercial performance:   

  • 81% of customers are more likely to recommend a company they trust
  • 78% of customers are more likely to spend more with a company they trust
  • 1 in 5 customers have low levels of trust: on average, 20% of your customers will have lower levels of trust – this is a great opportunity for you to increase loyalty, recommendation and revenue through your existing customer base (Trust Index, March 2022)
  • The highest rated organisations for customer satisfaction care about their customers, make it easy to contact the right person to help and build trust and give reassurance (UKCSI, Jan 2022)
  • The leading reason for customers to prefer excellent service, even if it costs more, is because they trust an organisation (UKCSI, Jan 2022)

Now is a great opportunity for you to increase loyalty, recommendation and revenue through your existing customer base.

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Measure trust levels and drive customer satisfaction and loyalty with The Institute of Customer Service Trust Index ®

Trust is fundamental to driving satisfaction and loyalty with your customers. The external business environment is more complex, and trust is becoming increasingly important, but harder to sustain.

The uncertainty of the current environment, the variability of customers’ propensity to trust organisations and the links between trust, customer satisfaction and vital business outcomes suggests a need to re-examine the key factors influencing trust.

Our Trust Index, underpinned by our Breakthrough Research “Who do you Trust?“, is an independent methodology, enabling you to measure, monitor and build trust with customers. It is a survey of your customers’ perceptions of how you perform across the Seven Drivers of Trust, indexed against other UK businesses, and is available exclusively to members of The Institute.

Independent Trust Score

A trust scorecard and full report showing your performance against the 7 Drivers of Trust as stated and derived from our Breakthrough Research  

Implement changes and improve levels of trust and reputation

Work with your Client Development Director to implement appropriate changes based on your results

Identify areas for improvement

Learn about Trust Breakers and Trust Makers to help identify areas for improvement and understand the reasons for high and low trust

Verbatim analysis to help prioritise actions

Use verbatim analysis and customer feedback to help you understand the reasons for high and low trust  

Benchmark and learn

See how you perform in terms of Trust in your organisation and benchmark with other UK organisations

Understand the impact of trust

Through regular surveys, monitor changes over time and understand the business impact of building trust with your customers 

Get started with our new Trust Index today

Speak to your Client Development Director to find out more about our new Trust Index and access the Press Release here.

+44 (0) 207 260 2620

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