Great expectations: How technology impacts consumer trust

MRS Delphi Group

Explores the findings from new research into how technology impacts consumer trust and offers a 12 step trust programme for organisations to follow.
  • Trust, unsurprisingly, is one of the factors that consumers use to make purchasing decisions, therefore it is a worry for brands that trust in all major institutions is in decline.
  • The research shows that security of personal data is the largest single driver of trust and though capturing or using this person data is a norm for millennials, this group punish sloppy data-handling the most.
  • The only category in which dependability was the biggest driver of trust was transport; emotional affinity with a brand in general is not a dominant driver of trust, highlighting the role of regulation...

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