Measuring trust in professional services
A recent academic study from the University of Sydney has broken down the elusive trust factor into seven key components. Although the study was focused on the Financial Advisory Industry it has implications for professional services industries more broadly. Can trust be measured? How do you know if you are truly the trusted adviser for your clients? Our experience at Klient Kulture suggests that when clients are asked how likely, on a scale of 1 to 10, they are to recommend their professional service provider, only scores of 9 or 10 are associated with verbatim feedback using the word 'trust.' If you are receiving scores below this, it is not likely you have the trust of your client just yet.
Link to article - Seven characteristics of trust, Dr Michael Cull and Associate Professor Terry Sloan, University of Western Sydney.