Ecommerce, Gaming and Video Streaming Platforms Lead the Pack in Brand Trust, While Social Is Less Trusted
During the pandemic, consumers are looking to digital platforms for nearly every aspect of their lives. At the same time, trust in digital platforms is declining, according to a new study by the Intent Lab, a research partnership between Performics and Northwestern University’s Medill School of Journalism, Media and Integrated Marketing Communications(Ecommerce).
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Consumers rate Amazon, Gaming and Video Streaming Platforms as most trusted, according to new research from The Intent Lab, a research partnership between Performics and Northwestern University
The Intent Lab has been tracking consumers’ satisfaction with their digital experiences since Q2 2016, and trust is at the core. Consumer trust in digital experiences reached its lowest point in October 2018. Since October 2018, trust rose, but has now fallen again over the past 6 months.
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Social media, ecommerce, gaming and video/audio streaming platforms are experiencing a surge in usage, but consumers don’t always trust information from these platforms. Consumers rate Amazon as the most trusted platform, with Google and Apple following. Consumers most trust information from video platforms (53%), commerce (45%) and gaming (44%), with social media far behind (25%).
“In crisis, trust can make it or break it for brands,” says Esteban Ribero, Performics SVP of Planning and Insights. “Over time, the Intent Lab has identified factors that make consumers trust or distrust brands, like protection of personal information, familiarity, adequacy of privacy practices, utility, quality of services or products, honesty, customer service and prevalence of misinformation.”
