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The Four Factors of Trust
book

The Four Factors of Trust

by Ashley Reichheld, Amelia Dunlop
November 2022
Intermediate to advanced
304 pages
6h 50m
English
Wiley
Audiobook available
Content preview from The Four Factors of Trust

APPENDIX AHX TrustID Survey Methodology

Response Scale

We use a 7‐point response scale for the HX TrustID Factor and attribute questions.

1 2 3 4 5 6 7
Strongly Disagree Disagree Somewhat Disagree Neither Agree nor Disagree Somewhat Agree Agree Strongly Agree

Customer Survey Questions222

The Four Factors of HX TrustID

Please indicate the extent you agree or disagree with the following statements.

  1. [Humanity] [Brand] demonstrates empathy and kindness towards me, and treats everyone fairly.
  2. [Transparency] [Brand] openly shares all information, motives, and choices in straightforward and plain language.
  3. [Capability] [Brand] creates quality products, services, and/or experiences.
  4. [Reliability] [Brand] consistently and dependably delivers on its promises.

The HX TrustID Attributes

Please indicate the extent you agree or disagree with the following statements.

  1. [Humanity] [Brand] quickly resolves issues with safety, security, and satisfaction top of mind.
  2. [Humanity] [Brand] values and respects everyone, regardless of background, identity, or beliefs.
  3. [Humanity] [Brand] values the good of society and the environment, not just profit.
  4. [Humanity] [Brand] takes care of its employees.
  5. [Transparency] [Brand]'s marketing and communications are accurate and honest.
  6. [Transparency] [Brand] is upfront about how they make and spend money from our interactions.
  7. [Transparency] How and why my data is used is communicated in plain and easy‐to‐understand language.
  8. [Transparency] [Brand] ...
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Publisher Resources

ISBN: 9781119855019Purchase Link