Homewebinarsmeasuring trust

Measuring Trust

Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us?

Stephen Hampshire gives an overview of this complex topic. He'll start by giving you an introduction to the theory and practice of understanding Trust and then will look at how to measure it - including some ideas on what to include on your questionnaire to capture a Trust score.

Watch on demand now

Webinar host:

Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.

You may also be interested in

Search the CX insights hub

Podcast

Measuring Trust

What is trust, can you measure it, and do you need to in order to understand your customer relationships properly? In this episode Greg and Stephen talk about our webinar “Measuring Trust” and why trust is crucial to predicting how customers will react when things go wrong.

Your Customer Survey Book

This is a book about making the most of your customer survey. Customer research is ubiquitous now, but much of it is a tick-box exercise focused on reporting a score.

Podcast

The Disabled Customer Experience

Last year we teamed up with Purple Tuesday to survey disabled customers on our panel in order to better understand their experiences. We learned along the way that UK businesses lost over £400 million during the pandemic alone due to inaccessible websites. You can find out more a...

Customer Insight Magazine

Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!