DENVER, COLORADO — Better Business Bureau is announcing that it has released the results of its 2017 Trust Sentiment IndexSM, an innovative study designed to measure consumer experience in today’s marketplace. Based on research conducted for BBB by Nielson, the study introduces new tools for measuring consumer trust.
Trust is increasingly becoming a priority for businesses and institutions when it comes to building relationships with consumers.
The study offers useful insight into how consumers make marketplace decisions. For example, 6 in 10 consumers who experience a problem with a company will return to do business if the company assumes responsibility and resolves the dispute. In addition, millennials are four times as likely to post online reviews after positive experiences than after negative ones.
Honesty, integrity, and ethics remain a top factor for earning consumer trust.