Measuring trust in financial services: the Trust Index

摘要: Few would disagree with the proposition that trust plays a central role in way which financial services organisations present themselves to their customers. Intangibility, product complexity, and long term nature of many products mean customers face high levels risk making purchase decisions; they will often have difficulty judging performance need institutions (FSIs) - whether providers or advisers offer an appropriate type quality. Analysis UK retail market suggests adviser may be more important than adviser's status', there is association between purchasing positive views industry^ familiarity brand name are correlates trustworthiness.^ Similarly, North America, Banking Association Chairman, Ken Fergeson noted survey evidence suggested 'more half bank believe having relationship institution getting best value for money'.'' However, also suggest, cause concern. In UK, increasing anxiety about declining consumer services; perceived industry mal-practice (for example, mis-selling pensions, endowments related products) impact stock difficulties early part current decade thought had significant negative on confidence.^ Fines region £75m imposed firms by Financial Services Authority (FSA) since 2002^ estimated compensation costs running into hundreds millions tend reinforce these perceptions. Most recently, fact FSA has announced commitment increase confidence confirm faces relation trust.