• Higher-level trust: The degree of emotional connection between customers and firms – can I trust them to act in my best interests?
• The Trust index: a combined measure of base and higher-level trust.
Article continues after advert
• System trust: The extent to which consumers believe the regulatory environment and business system provides adequate protection for them.
Source: Centre for Risk Banking and Financial Services
Trust index scores for financial provider types
The highest possible Trust index score is 100, indicating completely positive perceptions, while the lowest is -100, indicating completely negative perceptions. Zero is neutral.
Page 3 of 3
