Many C-suite Executives Say Their Organizations Want to Build Trust in Year Ahead, Yet Few Have Leadership and Tracking Capabilities in Place
- 1. Quantifying customer trust Deloitte poll results
- 2. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 2 Methodology C-suite executives were polled online during a Deloitte webcast titled “Quantifying customer trust” on Sept. 15, 2022. Answer rates differed by question. In some instances, immaterial amounts (e.g., +/- 0.1%) have been added to or removed from the “Don’t know/not applicable” answer responses to bring results to 100% total for each question. 260+
- 3. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 3 19.3% 45.2% 13.5% Votes received 347 During the past 12 months, did your organization experience an event that changed trust levels with key stakeholders (e.g., customers, employees, third parties, shareholders)? Don’t know / not applicable = 22.0% Yes, stakeholder trust was built Yes, stakeholder trust was lost No change
- 4. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 4 Votes received 354 During the next 12 months, will your organization work to improve trust levels with key stakeholders (e.g., customers, employees, third parties, shareholders)? Don’t know / not applicable = 13.0% 61.3% 25.7% Yes No
- 5. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 5 Votes received 354 Which do you think poses the greatest challenge to your organization as it works to improve trust levels among its key stakeholders (e.g., customers, employees, third parties, shareholders)? Don’t know / not applicable = 33.9% Discerning what to measure to create an initial, baseline assessment Knowing how to improve trust, after an initial, baseline assessment is complete Monitoring trust to discern changes in levels, after work to improve trust begins 22.6% 17.8% 25.7%
- 6. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 6 Votes received 311 Does your organization currently have a way to track levels of trust that exist with customers, employees, partners, shareholders, constituents, and other stakeholders? Don’t know / not applicable = 31.2% Yes No, but we plan to develop a way to track trust within the next 12 months No, and we have no plans to develop a way to track trust within the next 12 months 13.8% 19.6% 35.4% 55% have no way to track trust currently
- 7. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 7 Votes received 263 Does your organization have a Chief Trust Officer (CTrO) role? Don’t know / not applicable = 28.2% Yes, we currently have a Chief Trust Officer No, we plan to create the CTrO position in the next 12 months No, another C-Suite executive is tasked with (re)building trust No, no one owns trust at our organization, and we don't plan to assign trust responsibilities to anyone at this time No, we plan to assign trust responsibilities to another C-Suite executive or individual at my organization in the next 12 months 41.4% 8.0% 16.3% 3.4% 2.7% 6.1% currently or will soon have Chief Trust Officer role 19% have a C-suite leader in-place to manage trust
- 8. Quantifying customer trust Copyright © 2022 Deloitte Development LLC. All rights reserved. 8 Media Contacts Christine Oh Public Relations Deloitte Services LP chrisoh@deloitte.com Taylor Graham Public Relations Deloitte Services LP tagraham@deloitte.com
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