Employee & Consumer Trust-Builders
PwC’s “2023 Trust Survey” discusses the gaps between companies’ perceptions of consumer and employee trust in the business and “trust-builders” (things that build or drive trust with the business) and consumers’ and employees’ views, based on a recent survey of US business executives, consumers, and employees.*
While the gap between business executives’ perceptions and employees’ views regarding trust in the company is not that sizeable (14% difference, based on 79% of business executives saying their employees trust the company vs. 65% of employees saying they trust their employer), the gap between business executives’ perceptions and consumers’ views is a significant 57% (84% for business executives vs. 27% for customers)—on par with last year’s results.
Notably, personal data privacy protections are among consumers’ and employees’ top priorities.
In that the benefits of gaining trust with consumers and employees are significant, the survey results should at least inform management’s consideration of its messaging to consumers and employees, which may be overly focused on initiatives that are not high priority or are not resonating with these key stakeholder groups.
*Survey respondents consisted of 500 business executives, 2,508 consumers and 2,012 employees.
See this post authored by PwC’s US Chair and Senior Partner Tim Ryan; this Fortune CEO Daily article; and additional resources on our Stakeholder Governance page.
This post first appeared in the weekly Society Alert!