Index · 2025
Customer Trust Index
How leadership behavior inside an organization shows up in customer trust outside of it.
Key Findings
- 01
Internal clarity scores predict customer trust scores two quarters later.
- 02
Consistency beats delight: reliability drives 3x the trust lift of surprise.
- 03
Trust recovery after failure is possible in 40 days with disciplined follow-through.
Methodology
Findings are drawn from original instruments fielded by The Center for Next Generational Leadership™ across executives, managers, and frontline employees in 25 industries. Data is weighted by organization size, sector, and geography, with full methodology and instrument wording released alongside each edition.