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In this section:

  • Try it with our example data, or your own.

  • Example: Volkswagen

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Try it.

Select an example below and click 'Submit' to calculate the Trust & NPS Drivers from the underlying Excel files.

With some examples below you'll see that the Trust and NPS Drivers are very similar and with others not. In cognitive testing we found that they can differ, because when respondents think whether they would 'recommend', they consider what they would say to justify the recommendation. With trust that's not the case. It stays internal. That's why the drivers can differ and that's why it's so important to know both to focus accordingly.

Ready to try your own data? Free! Contact us to get the TrustLogic® Module. Include it in your survey (The six statements that take less than 10 seconds to respond to). We show you how to export the data to Excel and you can drag and drop it here to calculate your drivers.

Insight-2-Action example:
Volkswagen Trust Driver Analysis & Action
 

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Trust Focus

Trust Builders

Analysis notes:

The Volkswagen data shows that:
 

  • Trust determines 83% of Volkswagen's NPS.
     

  • Relationship Trust and Development Trust are most important for Volkswagen customers. Together these two trust aspects drive over 50% of all trust.
     

  • The most important trust drivers for customers are similar across age groups, providing a clear focus.
     

  • Clear and actionable Trust Builders® (messages)/attributes) that build Relationship and Development Trust most effectively.

 

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Implementation Example: Briefing Sales Teams

These Trust Builders® significantly enhance our trustworthiness:

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Trust that we relate well to customers/people:

  • We have learned from the Diesel affair.

  • Employees who leave can return to the same position for up to 20 years.

  • 9 out of 20 board members are union and staff representatives.
     

Trust that we will develop successfully in the future:

  • We invest over €15 billion into R&D every year.

  • We are ranked as the Most Innovative by Auto Institut.

 

Please ensure you incorporate these points into your conversations and correspondence.

Examples: ‘With your new T-Roc, you’re investing in lasting value. Every year we invest over €15 billion into research and development, and we’re recognised by Auto Institut as the world’s most innovative car company.’

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(If the Diesel Affair comes up) 'We have acknowledged that we were wrong, changed the entire leadership and learned an expensive lesson. We're sure that something like this won't repeat itself.'

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One reason why we are so consistent in our success and quality is our commitment to our team. For example, if an employee leaves, a similar position will be available to them for 20 years. Those commitments are possible because almost half of our board members are staff representatives.'

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