Enterprise Trust
Put trust behind everything you do
Your organization’s invisible yet priceless asset
While executives agree action on trust is needed, few organizations have taken proactive steps. But trust has a measurable impact on business performance, from improved financial outcomes and customer loyalty to employee engagement and resilience. We can help you define trust. Evaluate and contextualize it for your industry. Earn it. And help make trust tangible, actionable, and real for your organization and its customers.
Grow financial performance
Up to
4x
Highly trusted companies outperform low trust companies with up to 4x amplification of market value.
Build customer loyalty
88%
Out of customers who highly trust a brand, 88% bought again, and 62% buy almost exclusively from that brand.
Protect the brand
Up to
74%
Organizations impacted by trust events fall 26%-74% behind industry peers in value and their market cap.
Increase workforce engagement
79%
of employees who highly trust their employer feel motivated to work.
Trust matters in the boardroom
94%
of global boards believe building trust is important to the organization’s performance.
Trust is important to CEOs
85%
of CEOs believe trust is very important for worker motivation, and 73% find it very important for customer loyalty.
Action on trust is needed
83%
of global board members believe action on trust is needed within six months.
Stories of trust
Conversations with leaders who are making trust actionable and real
A retired 4-star US Navy admiral. The chief trust officer of SAP. The CEO of Deloitte US. In exclusive, candid conversations, these and other leaders add their voices to the rich dialogue that's unfolding around Enterprise Trust. From personal stories to timeless principles, listen in as they share how earning trust is an urgent, strategic priority for business leaders.
Watch the videosBuilding Trust equity to strengthen
stakeholder relationships
Why does Trust matter? We’ve entered the Trust Age: a time where (mis)information is omnipresent, individual perceptions reign supreme, and digital security and data privacy are constantly threatened. Now more than ever, stakeholders expect organizations to do the right things and do them well. These expectations range from entrusting an organization to safeguard one’s private data to requiring a company to have a strong stance on environmental, social, and governance (ESG) issues.
Trust also drives performance. When stakeholders trust an organization, their behaviors will reflect that Trust can affect more traditional key performance indicators that directly affect financial performance. Trust elevates customer and brand loyalty, which can lead to revenue. It enhances levels of workforce engagement, which can result in increased productivity and retention. And the data confirms it.
Trustworthy companies outperform nontrustworthy companies by 2.5 times, and 88% of customers who highly trust a brand will buy again from that brand. Furthermore, employees’ Trust in their leaders improves job performance, job satisfaction, and commitment to the organization and its mission.
Despite the data, however, many leaders and organizations still view Trust as an abstract concept. At Deloitte, we believe that Trust should be managed proactively because, when Trust is prioritized and acted upon, it can become a competitive advantage. An organization that positions Trust as a strategic priority—earning, assessing, investing in, and acting upon it—can ultimately build a critical asset.
The Enterprise Trust Platform
Quantitative. Objective. Comparative. Actionable.
-
Overview
- The strength of organizational capabilities that build or erode trust from its stakeholders.
- Dimensions of human experience that influence brand perception and human behavior.
- Drive action across key organizational domains to demonstrate competence and the right intent to a wide range of stakeholders, including customers, employees, partners, shareholders, media, community, and others.
- Elevate the human experience by identifying low trust cohorts and the actions needed to build capability, reliability, humanity, and transparency with customers, workforce, and partners.
-
TrustIQTM
Improve performance and manage risk
-
HX Trust IDTM
Increase loyalty and predict behavior
-
Neuroscience Institute
Uncover unconscious motivations and decision-making processes
-
TrueVoiceTM
Understand customers through voice interactions
Make Trust actionable: Five steps to embed Trust in your organization
At Deloitte, we help our clients follow a structured approach to quantify and enhance Trust, leveraging a suite of diagnostic solutions. As the adage goes, you can only effectively manage what you can measure. The following steps can help support a company’s journey to becoming a trusted organization.
-
1. Explore
What does Trust mean within the context of your industry and sector? We work with organizations to capture the initial perception of Trust within their walls, then determine if and how these perceptions differ across departments, business units, and/or geographies where they operate. We start to develop an understanding of what Trust expectations exist in the eyes of different stakeholders.
-
2. Assess
The next step is making Trust measurable. To that end, we’ve developed a set of Trust measurement capabilities that assess:
• Actions an organization can take to elevate levels of Trust
• Calculation of point-in-time levels of Trust with key stakeholders
After collecting and analyzing data, the results are juxtaposed with industry and sector benchmarks, ultimately providing a detailed, quantitative assessment of Trust, including gaps, strengths, and opportunities for that enterprise. -
3. Prioritize
Once an organization is equipped with relevant data and is able to assess where Trust gaps may exist, laying out a prioritized set of actions is essential. In an effort to determine what to act on first, we work with organizations, leveraging our research and benchmarking studies, to assist organizations as they prioritize the key areas of focus to help enhance, protect, and rebuild Trust.
-
4. Activate
This part of the process is essential and likely the most difficult: changing the organization from within and determining whether a high degree of competence and the right intent are applied to the items that are deemed highest priority and seeing those changes through. Trust rises and wanes over time, so exploring, assessing, prioritizing, and acting on Trust should become part of the DNA of every organization and should be repeated on an ongoing basis.
-
5. Protect
Like the most important things in life, Trust is never a one-and-done proposition. Rather, the attitude toward it should be one of constant nurture, looking for gaps and addressing vulnerabilities before they occur. While each Trust phase leads to the next, Protect is unique in that it’s ongoing and permeates every phase. Protect ensures that the hard work you’re putting in now is preserved regardless of the dynamic—a constantly shifting set of variables that your organization might face. With a vigilance that adjusts to each new circumstance, Trust—along with all its benefits—can thrive.
What does Trust mean within the context of your industry and sector? We work with organizations to capture the initial perception of Trust within their walls, then determine if and how these perceptions differ across departments, business units, and/or geographies where they operate. We start to develop an understanding of what Trust expectations exist in the eyes of different stakeholders.
The next step is making Trust measurable. To that end, we’ve developed a set of Trust measurement capabilities that assess:
• Actions an organization can take to elevate levels of Trust
• Calculation of point-in-time levels of Trust with key stakeholders
After collecting and analyzing data, the results are juxtaposed with industry and sector benchmarks, ultimately providing a detailed, quantitative assessment of Trust, including gaps, strengths, and opportunities for that enterprise.
Once an organization is equipped with relevant data and is able to assess where Trust gaps may exist, laying out a prioritized set of actions is essential. In an effort to determine what to act on first, we work with organizations, leveraging our research and benchmarking studies, to assist organizations as they prioritize the key areas of focus to help enhance, protect, and rebuild Trust.
This part of the process is essential and likely the most difficult: changing the organization from within and determining whether a high degree of competence and the right intent are applied to the items that are deemed highest priority and seeing those changes through. Trust rises and wanes over time, so exploring, assessing, prioritizing, and acting on Trust should become part of the DNA of every organization and should be repeated on an ongoing basis.
Like the most important things in life, Trust is never a one-and-done proposition. Rather, the attitude toward it should be one of constant nurture, looking for gaps and addressing vulnerabilities before they occur. While each Trust phase leads to the next, Protect is unique in that it’s ongoing and permeates every phase. Protect ensures that the hard work you’re putting in now is preserved regardless of the dynamic—a constantly shifting set of variables that your organization might face. With a vigilance that adjusts to each new circumstance, Trust—along with all its benefits—can thrive.
Insights to galvanize Trust in your organization
Are employers taking employee trust for granted?
While organizations today enjoy a high level of trust from their employers, much remains to be done to protect that data transparency, privacy, security and regulatory compliance.
Learn more