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This year, the world had more reasons than ever before to suspend its trust—and
for the most part, our data reflect this. Nearly two in three informed publics—62% of
25-to-64-year-olds surveyed in 20 countries—say they trust corporations less now
than they did a year ago. When it comes to being distrusted, business is not alone.
Globally, trust in business, media, and government is half-empty; and trust in
government scores even lower than trust in business.
10
0
Global U.S. U.K. France Germany China India
Top 2 Box: Trust less
Informed publics ages 25-64 in 20 countries
2
More government control over business wanted to restore trust
% who agree
100
How strongly do you
90
agree or disagree that
80
84% your government should
70
in the future impose stricter
71% 69% 69%
60 65% 65% regulations and greater
50
61%
control over business
40 across all industry sectors?
30
20
10
0
Global U.S. U.K. France Germany China India
(Net agree)
Informed publics ages 25-64 in 20 countries
Respondents also believe that business should step up other third parties to address global issues. Virtually no
to partner with government on global challenges. When one believes that business has no role in addressing
asked what role business should play to help solve these challenges. Although NGOs are the most trusted
issues such as energy costs, the financial credit crisis, institution globally (54% of 25-to-64-year-olds trust
global warming, and access to affordable healthcare, them to do what is right), they are not considered most
two-thirds of 25-to-64-year-olds around the world believe responsible for solving these problems (global totals are
that businesses should partner with governments and below 6% for each issue). n
When you think of good and responsible companies, how important is each of the following factors to the
overall reputation of the company?
Stays within the spirit and the letter of the law in [country] 90%
Commits time, money, and resources to the greater public good 85%
4
Through personal action, trust hits the bottom line
- +
77% 91% Thinking back over the
Refused to buy their products/services Chose to buy their products/services past 12 months, have
72% 76% you taken any of the
Criticized them to a friend or colleague Recommended them to a friend or colleague following actions in
55% relation to companies
Paid a premium for their products/services that you trust? Have
34% 42% you taken any of the
Shared negative company opinions/experiences online Shared positive company opinions/experiences online
following actions in
17% 26% relation to companies
Sold shares Bought shares
that you do not trust?
Informed publics ages 25-64 in 20 countries
% supportive
100
Thinking about how
90
companies operate in your
80
country, how supportive
70 78%
would you be towards a good
60 69%
and responsible company
50
53% being allowed to take any of
51%
40
the following actions? Would
42% 41%
30 100 37% you be not at all supportive,
20 90 26% not very supportive, neutral,
10 80
Trust Business
somewhat supportive or
0 70 78% Distrust Business
very supportive?
60 Sell their 69% Pursue Seek Have foreign
products changes in local preferential investors take
50 or services laws or changes treatment for tax, a controlling
in your 53%
in planning 51%
employment interest in local
40 market permission or environment companies
42% 41%
30 37%
20
Net supportive 26%
Business trusters rate trust in business 6, 7, 8 or 9 on a 1-9 trust scale Trust Business
10 distrusters rate business 1, 2, 3 or 4 on a 1-9 trust scale
Business
Informed publics ages 25-64 in 20 countries
0 Distrust Business
Sell their Pursue Seek Have foreign
products changes in local preferential investors take
or services laws or changes treatment for tax, a controlling
5 in your
2009 EDELMAN TRUST BAROMETER
in planning employment interest in local
market permission or environment companies
The Road to Rebuilding Trust
The findings in this year’s Barometer underscore the reality that if businesses are to regain trust, they will need to
adopt a strategy of Public Engagement, by means of a shift in policy and communications. The four pillars of Public
Engagement are:
• Private sector diplomacy: Business has both the • Shared sacrifice: CEOs must demonstrate that
opportunity and the responsibility to become a they too feel the burden of the recession. At a time
primary actor in developing solutions to global when workers are losing jobs and investors are
problems. Business must partner with govern- seeing stock values plummet, voluntary executive
ments and NGOs to address key policy issues and pay cuts and forfeiting of bonuses send a powerful
the world’s most pressing problems, not merely message that leaders are in tune with the realities
the ones that impact their bottom line. This is an facing employees. Leaders also must communicate
opportunity for business to act as a private sector with employees about the problems confronting the
diplomat, recommending appropriate regulatory company and welcome their voices. This type of
frameworks across borders. If companies fail to take transparency and collaborative spirit will help engage
the initiative to do so, they run the risk of having policies employees in finding and embracing solutions.
thrust on them.
• Continuous conversation: Sixty percent (60%) of
• Mutual social responsibility: Companies must our respondents said they need to hear information
realign their business practices so they deliver dual about a company three to five times before
objectives: benefit society and the bottom line. (Wal- they believe it. The CEO should set forth the
Mart is an example of a company whose profitable company’s position, but then it must be echoed
business practices promote a better environment.*) by others—individuals who often sit outside the
Companies must integrate into their products and company—including industry experts, academics, and
services approaches to societal problems such as ordinary citizens. Companies will be well served by
climate change, healthcare, and energy independence. moving from a mind-set of control to one of contribution.
Immediate stakeholders like employees and Mainstream media continues to be an important
customers must be invited to participate in a company’s way to reach opinion formers, but it is not the only
social responsibility decisions and actions—and the one. Companies should inform, with a real commitment
public at large must be kept informed about the to speed, the conversations among the new
progress the company is making toward those goals. influencers—always under way on blogs, in
discussion forums, and bulletin boards. Every company
can be a media company by creating easily
accessed, substantive online content that can be
improved by the public.
6
Regardless of channel or voice, majority needs to hear message 3-5 times to believe it
Three times
(3) 35%
An adherence to transparency is at the core of each leaders must make the case for actions and then
of Public Engagement’s pillars. Organizations must demonstrate their progress against those goals.
be forthright and honest in their actions and
communications. When problems arise within com- Business has had the benefit of the doubt for 25 years.
panies, stakeholders need to see senior executives It must now re-earn the mantle of authority by restoring
take a visible lead in acknowledging errors, correcting the confidence that has been so widely lost. Without
mistakes, and working with employees to avoid trust, it will be difficult for business to help rebuild the
similar problems going forward. The essence of Public financial system or have the license to innovate—much
Engagement is the commitment of companies to say— less operate. n
and do as they say. In a time of utter distrust, business