Every company wants to be trusted, but this can be difficult to achieve. In May 2015 we ran a national survey amongst 400 people to find out how much consumers trust brands and the results were eye opening.
Our infographic outlines exactly what we discovered about trust and whether businesses are doing enough to delight their customers.
It’s disheartening to see that customers are losing trust in brands. Despite many businesses claiming that they put their customers first, our survey results told a different story with 56% of respondents stating that they didn’t feel that this was the case.
Another important finding has been that people feel personally connected to brands, which makes it all the worse when they have a bad experience or feel let down by a business. We found that these bad experiences can then cause a ripple effect, with 48% of respondents being unwilling to buy from brands when their friends had endured a bad experience with them.
Social media allows audiences to communicate their experiences with the world quickly and easily. Potential customers are heavily influenced by these public opinions, with 27% of those surveyed claiming that they would not buy from a brand with negative social media comments.
Trust is hard won and most brands seek it but this survey proves that the experience some of Britain’s leading brands are delivering does more to undermine trust than build it.
If you would like more information on how Brand Vista can help you align your brand, build brilliant customer experiences and build trust in your brand get in touch with us.
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