Can you measure trust? The CII Public Trust Index

The Old Library, Lloyd's
Thursday, 06 December 2018
1:15 pm – 2:00 pm
    • Dr Matthew Connell, Director, Policy and Public Affairs, CII
  • London Market lecture

In this IIL London Market lecture Matthew Connell talked about the CII Public Trust Index - a project that aims to answer questions like: What is trust? How can it be measured? How can these insights be used in a practical way to increase public trust?

The CII Public Trust Index is a project that aims to measure public trust in insurance. It is based on a survey of 2000 individuals and 1000 SMEs. The questions for the survey were based on an intensive process of customer interviews and video diaries, and produced a list of nine building blocks of trust in insurance, around the experiences consumers have when buying, holding and claiming.

The outcome of the survey gave a detailed view of where customer trust insurance is strong, and where action is needed. It also gives a granular view of the kind of actions that can be taken, and how trust differs by age and gender.

By the end of this lecture members would have gained an insight into:

  • What the elements of trust are
  • How the Trust Index was designed around input from consumers
  • What is the current state of trust in insurance amongst retail consumers and SMEs
  • What the Index says about attitudes amongst different groups
  • The practical measures that insurers can take to improve trust in future

Lynsey Cross.

  • The Old Library, Lloyd's
  • One Lime Street
  • London
  • EC3M 7HA
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IIL lectures are open to CII and PFS members
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