Citizens and customers place their trust in people and in public and private organizations that they can rely upon for help. Success or failure at earning and keeping customers’ and citizens’ trust determines the fate of the relationship with a given entity. This report uses Forrester survey data to give business and technology leaders insight into and advice about the significance and commercial impact of trust when Australians engage with a business, employer, or government agency. It also highlights what shapes trust for different industries based on their relevance to and role in people’s lives.