A new study published today has revealed customer trust in companies has taken a dramatic nosedive since the COVID-19 pandemic took hold. While 2020 marked the change in consumer habits, the world watched as 2021 cemented those behaviours. One sticking point for customers, the study from DotDigital revealed, was the use of their data – and rightfully so.
The findings revealed 72% of online shoppers would refuse to buy from a brand who they felt had not been responsible with their data – a figure up 86% for over 65s, compared to 56% of 18-24-year olds.
The Rise of the Responsible Marketer, the report title, provided an insight into the imperatives for businesses to take a customer-centric approach to marketing.
The study also shared 56% of respondents said they had become more mistrustful of how companies are using their data during the course of the pandemic.
It also found 51% of participants said they had felt far more aware of how their data was being used by online businesses and brands.
The findings highlight the stark difference between expectations and reality when it comes to customer trust, which I found of great interest while devouring the results of the study.