Measuring and Maintaining Trust

Measuring and Maintaining Trust

1. Customer Sentiment and Brand Perception Analysis

Tools like sentiment analysis and customer surveys can provide valuable insights into how customers perceive your brand. By tracking changes in customer sentiment, businesses can identify potential areas of distrust and address them proactively.

2. Net Trust Score (NTS) as a Key Metric

Instead of relying solely on Net Promoter Score (NPS), businesses should consider tracking a Net Trust Score (NTS). This metric focuses on measuring the level of trust customers have in a brand, including dimensions such as reliability, transparency, and integrity. NTS offers a more direct measure of trustworthiness and can guide businesses in refining their strategies.