Trust Flutters

How organisations can rebuild trust through communication and culture

This report takes an in-depth look at changing customer trends and the way organisations are responding to them today. It finds that declining trust among consumers and citizens for many private and public organisations is a key trend as the economic and political situation changes. The ‘hardball’ cost-cutting strategies of some organisations are likely to increase the challenge just at the time when relationships need rebuilding.

This report brings together opinions and experiences from 30 senior managers and directors from 8 industry sectors. We interviewed managers from 26 organisations employing over 363,000 people in the UK and serving over 20 million citizens and customers.