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April, 2019

Deloitte Trust Index – Banking: The way forward to rebuild reputation and trust

Today’s business world is far more about communities and relationships and far less about transactions. The companies that get this, at the deepest level, are exhibiting the kinds of behaviours that genuinely build trust. Amidst the exposing investigation into the banking sector, Deloitte highlights the depth of the trust crisis in their report “The way forward for reputation and trust”.

Can marketing help rebuild trust in Australia’s banks? Join the conversation and network at AMI NSW Sunset Marketing. Featuring a panel of experts led by Lynda Cavalera, AMI Chair and Associate Director at RMIT University, Mike Daniels, Founder of The Behavioural Architects, and Patrick Southam, Partner at Reputation Edge, the conversation will explore the strategies and tactics available to financial institutions which could appeal to a wary and cynical audience.

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A clear way forward. Rebuild trust.

Deloitte’s Australian Trust Index is a targeted survey designed specifically to measure levels of customer trust and general trust influence factors. In this inaugural index customers of banking products were surveyed to identify the way forward to rebuild reputation and trust. These results deepen the understanding of the factors influencing trust in the sector and point to prioritised actions that banks can take to restore trust, while setting a national benchmark to compare individual performance.

The results of the Deloitte Trust Index 2018 on banking indicate where to focus the need for urgent action to repair consumer sentiment towards banks.

Trust is the outcome of promises fulfilled and the Deloitte Trustworthiness Model (above) identifies three key factors affecting the ability to keep promises. Your intent to keep your promises – which can be associated with a mindset of keeping promises, your technical capabilities, and the alignment of your products and services with customer interests.


Download Deloitte’s full report or read it in the AMI Content Library