The Client Trust Index™

Building Your Business starts with Building Customer Trust and Loyalty

Studies demonstrate trust is the primary driver for customer satisfaction. It is directly related to client satisfaction, customer experience and loyalty.

You have data on lagging business measures such as sales volume and revenue; don't you wish you had leading measure data showing the degree of loyalty and trust your customers have in you? Are you frustrated with relying on limited customer anecdotes of customer happiness? Would proven, objective data help you make decisions and improve your customer experience, increase retention and deepen relationships?

Companies regularly tracking and utilizing customer analytics and data report 186% more sales growth than their competitors. Utilizing customer experience data can help you find a root of a problem and fix it to help grow your business. Strategic insight and understanding will help you take a proactive approach to building loyalty and growing your business.

What is The Client Trust Index™?

The Client Trust Index™ is a powerful business intelligence tool that measures experiences and client impressions. Developed by trust authority Natalie Doyle Oldfield, and rooted in science, the Client Trust Index™ is an instrument that taps into customer insights usually inaccessible through traditional market research methods.

The proprietary system incorporates the scientific indicators; dimensions and criteria clients and stakeholders use to determine to trust an organization. The Client Trust Index™ provides a quantifiable measurement of the organization’s trust equity and client experiences. It offers a holistic view of the company's performance. The report provides evidence-based data, client insights and a tailored plan with practical initiatives to act on. Insights from The Client Trust Index™ will offer businesses a competitive advantage to dynamically anticipate and manage customer relationships.

Companion systems ,The Stakeholder Trust Index™ and The Member Trust Index™, offer data and strategic insight for organizations wishing to understand stakeholder and member sentiment.

"She listens to your business objectives and what you are trying to do and she takes that information and translates that into real business practicalities that you can then execute tomorrow and your business is going to be better. What I loved about this approach is Natalie really does understand business."

Mike Calverley, Vice President Sales and Marketing, Kitchen Partners

"Natalie changed the way we view our customers, our thought process and everything we do – we now see things in a different way. Since working with Natalie and implementing the Trust Building Model and the Client Trust Index™ we now have a customer performance metric and benchmark to measure customer experience."

Kevin Pelley, P. Eng. CEO Kohltech Windows and Entrance Systems, One of Canada’s Best Managed Companies

"The session was 10/10. We would recommend it for any team looking to improve sales, customer relationships and customer experiences. Everyone left with a specific action item to improve customer trust and help them sell more. The session was excellent, very informative and engaging."

Ian MacArthur, Sales Manager, Bell Media

"I couldn’t be more pleased. We accomplished our goal of focusing everyone on the client, deepening client relationships and building client trust. Everyone in the firm recognizes that they have a role in building the business."

Kelly Johnstone, CA, CPA, CFO for Hire, Partner, BDO Canada

"Natalie's workshop was insightful, clever and impactful. Natalie taught us that the art of selling begins with Trust. Our advisors finished with action items and practical steps to build deeper relationships with customers."

Mary Dable Arab, District Vice President, Scotiabank