A study by Pitney Bowes on “The Role of Trust in Consumer Relationships” finds that customer communications drives 20% of overall trust of a company. Trust, in fact, determines 22% to 44% of customer loyalty. Additional findings include:
• Customer satisfaction with interactive platforms is often determined by trust in self-service channels (10%-20%) and by communications from the provider (15%-20%).
• Consumers recommended several ways for companies to strengthen trust-building activities, such as improving communications (quality and clarity) and increasing transparency.
• Respondents claim that they look for companies that provide high-quality customer care, ensure a sense of being “looked after,” and demonstrate a high level of competency and conduct from employees. PRN
Source: Pitney Bowes