Trends Report

Introducing Forrester’s Financial Services Customer Trust Index

Measuring How Well Financial Services Brands Earn Customers’ Trust

November 4th, 2022
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
David Hoffman , Sohm Gough , Michelle Yaiser , Niraj Patel , Brianna Karls , Aaron Suiter , Jen Barton

Summary

New in 2022, Forrester has developed the Financial Services Customer Trust Index (FS Customer Trust Index) to assess the level of trust consumers have with their banking, credit card, investment, and insurance providers. Why does this matter? Trust drives revenue. Yet most financial services firms don’t know what drives customer trust or how to measure it. The FS Customer Trust Index gives financial services brands the data and insights they need to not only assess customer trust, but to understand how to earn it through prioritized initiatives that drive revenue.

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