Drive customer satisfaction and loyalty with The Institute of Customer Service Trust Index

Independent Trust Score
A trust scorecard and full report showing your performance against the 7 dimensions of trust as stated and derived from our Breakthrough Research Â
Implement changes and improve your trust levels
Work with your Client Relationship 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 for an improved experience
Use verbatim analysis and customer feedback to help you understand the reasons for high and low trust Â
Benchmark and learn
See how you perform in terms of Trust in your organisation and benchmark and learn from others across sectors
Understand the impact of trust
Monitor changes over time and understand the business impact of building trust with your customersÂ
Why is trust important?
Now is a great opportunity for you to increase loyalty, recommendation and revenue through your existing customer base.
Frequently Asked Questions
Is the new Trust Index more suitable for B2B or B2C?
Both: wise B2B and B2C marketers alike should work hard to build brands that not only win attention from prospects and customers, but also win the kind of trust that results in strong customer relationships and retention.
What is the ROI for the new Trust Index?
Our new Trust Index helps organisations understand how to improve their customers’ levels of trust, which in turn leads to improved CSAT and loyalty Â
When should we run the Trust Index Survey?
You can run your survey up to twice a year, as part of your regular trust survey at an ad-hoc time. It could also be conducted as a follow-up to business benchmarking for a deeper-dive in to areas for development (for example, if trust levels were lower). Â
Can I use the Trust Index instead of Business Benchmarking?
You can and should use both. Our Business Benchmarking survey is inclusive of membership, whereas Trust is available as a specific deep-dive or add on to trust and gives you an alternative view of measuring customer perceptions Â
How is the Trust Index score calculated?
Each of the seven trust dimensions are averaged so that each measure contributes equally within its dimension in order to create a score for each dimension. The seven dimension scores are then weighted together using the relative importance weightings from the driver analysis to reflect the contribution of each to overall trust.Â
How does the Trust Index compare to the CII Trust Index?
The new Trust Index is non-sector specific, based on the 7 drivers of trust and highlights specific behaviours or experiences that are most likely to break trustÂ