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Special Report:
Brand Trust and
the Coronavirus
Pandemic
Percent who say this is a deal breaker or deciding factor
in their brand buying decision
A NEED FOR BRANDS
TO DO THE RIGHT THING
2019 Edelman Trust Barometer Special Report: In Brands We Trust? Q104Overall. When it comes to brands that you will or will not buy or use, categorize each of the following attributes based on whether it is a
critical deal breaker, important to have, or merely a nice to have. 3-point scale; top 2 box, important. 8-mkt avg.
2020 Edelman Trust Barometer Special Report: Trust and the Coronavirus. Q3. Please indicate your level of agreement with the statements below using a nine-point scale where one means “strongly disagree”
and nine means “strongly agree”. 9-point scale; top 4 box, agree. Data shown is a net of r5 and r6. Question shown to those who have heard of the virus (Q1/1). Q10. How often would you like to be updated on the
information you just indicated your employer should be sharing? Question shown to those who are aware of the virus and are employees and listed information their employer should be sharing (Q1/1 AND Q43/1 AND
Q9/1-14,16). 10-mkt avg. Data collected between March 6 and March 10, 2020.
81%
I must be able to trust the brand to
do what is right
A NEED FOR BUSINESS AND
EMPLOYERS TO STEP UP
Percent who say
78%
Businesses have a responsibility to
ensure their employees are
protected from the virus in the
workplace and do not spread the
virus into the community
63%
I would like my employer to share
information about the coronavirus
at least daily
2019 Edelman Trust Barometer Special Report:
In Brands We Trust?
2020 Edelman Trust Barometer Special Report:
Trust and the Coronavirus
3
1.
Show up and
do your part
3.
Solve, don’t sell
2.
Don’t act alone
MAINTAINING BRAND TRUST DURING THE CORONAVIRUS
4.
Communicate with
emotion, compassion
and facts
Brands should focus all
efforts on finding
appropriate and
meaningful solutions to
the problems people are
facing today.
People are reassured by
positive brand actions
and commitments.
Communicate with
empathy to help both
inform and calm.
There is strength in
collaboration. To truly
help people during this
crisis requires a joining
of forces with others,
most critically
government.
Brands have a vital role
to play. Now is not the
time to disappear, but to
show up and use all
your resources and
creativity to make a
difference.
2020 Edelman Trust Barometer
Special Report
Brand Trust and
the Coronavirus
Pandemic
Margin of error
• 12-market global data margin of error: +/- 0.9% (N=12,000)
• Market-specific data margin of error: +/- 3.1 (N=1,000)
12-market online Survey
• Brazil, Canada, China, France, Germany, India,
Italy, Japan, S. Africa, S. Korea, U.K. and U.S.
• All data is nationally representative based on age,
region and gender
• 12,000 respondents (1,000 per market)
Timing of Fieldwork: March 23 – March 26, 2020
4
5
Percent who agree
BRANDS ARE CRITICAL TO
WINNING THE FIGHT AGAINST THE PANDEMIC
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they
are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23
and March 26, 2020.
62% 55%
Our country will not make it through this
crisis without brands playing a
critical role in addressing the
challenges we face
Overall, I think brands and
companies are responding more
quickly and effectively to the
pandemic than the government is
6
Percent who agree
1 IN 3 HAVE ALREADY PUNISHED BRANDS
THAT DID NOT RESPOND WELL
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they
are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23
and March 26, 2020.
76
60
45
35
27 27 25 24 23 21 20 16C
hina
India
S.K
orea
B
razil
S.A
frica
U
.S.
Italy
C
anada
Japan
U
.K
.
France
G
erm
any
I have convinced other people to stop using a brand that I felt was not
acting appropriately in response to the pandemic
33%
Global 12
FOCUS ON SOLUTIONS,
NOT SELLING
8
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q4. In the face of this coronavirus outbreak, what do you expect brands to do? 3-point scale; code 1, brands
must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want this from brands
PROTECT EMPLOYEES AT ALL COSTS
64 56 58 59 53 51 52 49 42 44 38
55
29 37 34 32 38 39 38 40 47 45 49
31
93 93 92 91 91 90 90 89 89 89 87 86
B
razil
S.A
frica
Italy
France
U
.K
.
G
erm
any
S.K
orea
C
anada
C
hina
U
.S.
Japan
India
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
90%
Global 12
52 38
Brands must do everything they can to protect the well-being and financial security of
their employees and their suppliers, even if it means suffering big financial losses until
the pandemic ends
9
42 47
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q4. In the face of this coronavirus outbreak, what do you expect brands to do? 3-point scale; code 1, brands
must do this; code 2, I hope brands will do this. Q6. Please indicate how much you agree or disagree with the following statements. 9-point scale; top 4 box, agree. Questions shown to those who
have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want each from brands
PRODUCE PRODUCTS THAT CAN HELP
Offer free or lower-priced
products to health workers,
high-risk individuals and those
whose jobs have been affected
I am just not paying attention to
new products right now unless
they are designed to help
me with my pandemic-
related life challenges
Shift to producing products that
help people meet
the challenges
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
44 45
89% 89% 54%
Percent who agree
10
Percent who want each from brands
PARTNER WITH GOVERNMENT TO FILL THE GAPS
90%
Partner with government
and relief agencies to address
the crisis
86%
41 45
Be a safety net, stepping in where
they are needed and able, to fill
gaps in the government’s
response to the virus
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
50 40
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q4. In the face of this coronavirus outbreak, what do you expect brands to do? 3-point scale; code 1, brands must do this;
code 2, I hope brands will do this. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this.
Questions shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
11
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1,
brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want brands to play this role
SERVE AS INFORMATION SOURCE
Be a reliable news source, keeping people informed about the virus and the progress being
made in the fight against it
64
55
40
54
41 38 41 33 30 34 35 32
28
36
48
33
44 46 40
47 49 45 42 42
92 91 88 87 85 84 81 80 79 79 77 74
B
razil
S.A
frica
S.K
orea
India
C
hina
C
anada
Italy
U
.K
.
Japan
U
.S.
France
G
erm
any
84%
Global 12
42 42
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
12
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1,
brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want brands to play this role
USE YOUR BRAND POWER TO EDUCATE
Be an educator, offering people instructional information about the virus and how to protect
themselves from it
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
57 61
39 36
55
34 32 33 34 37
23 23
36 31
49 50
31
50 52 50 48 44
55 50
93 92 88 86 86 84 84 83 82 81 78
73
S.A
frica
B
razil
C
hina
C
anada
India
S.K
orea
U
.K
.
U
.S.
Italy
France
Japan
G
erm
any
85%
Global 12
39 46
13
Percent who want each from brands
BRING PEOPLE TOGETHER
Use social media channels to
facilitate a sense of
community and offer social
support to people
Connect people and help them
stay emotionally close
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
32 51
83% 84%
34 50
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1,
brands must do this; code 2, I hope brands will do this. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature and tone of their
communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Questions shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data
collected between March 23 and March 26, 2020.
COMMUNICATE WITH EMOTION,
COMPASSION AND FACTS
15
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature
and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-
mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want each from brands
COMMUNICATE HOW YOU’RE HELPING
89% 88%
Keep the public fully informed
regarding how the brand is
supporting and protecting their
employees and customers
Keep the public fully informed
regarding changes in how the
brand is operating and in how to
gain access to its products and
services
47 42
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
46 42
16
Percent who agree
COMMUNICATIONS ABOUT BRAND RESPONSE
TO PANDEMIC PROVIDING COMFORT AND REASSURANCE
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q6. Please indicate how much you agree or disagree with the following statements. 9-point scale; top 4 box,
agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
65
89
78 76
72
67 67 66
61 61
55
48
45
37
67
39
58
32 33
30
38
28
32 33 33
21
G
lobal12
C
hina
B
razil
India
S.A
frica
C
anada
Italy
U
.S.
S.K
orea
U
.K
.
France
Japan
G
erm
any
Hearing from brands I use about what they are doing to respond to the pandemic is comforting and reassuring to me
All of the communications I am getting from brands about the virus are just adding to my anxiety and concern
17
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature
and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-
mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want this from brands
SHOW THAT YOU CARE
53
42
54
39 32 29 23
32 29 26 28 20
38
48
33
47 53 54 59 49 52 53 48
52
91 90 87 86 85 83 82 81 81 79 76 72
B
razil
S.A
frica
India
C
hina
C
anada
U
.S.
Japan
Italy
S.K
orea
U
.K
.
France
G
erm
any
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
Global 12
34 49
Issue public statements expressing empathy and support for those most affected by
the pandemic
83%
18
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature
and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-
mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want each from brands
FOCUS YOUR MESSAGES ON SOLUTIONS
84% 77%
Focus advertising on how the products
and services can help people cope
with pandemic-related life
challenges
Only talk about the products in ways
that show they are aware of the
crisis and the impact it is having on
people’s lives
36 48 31 46
Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
19
78
48
45 44 43
34 32
28 26
A
doctororhealth
authorityB
rand's
technicalexpert
The
brand's
C
EO
A
person
like
yourself
Founderofthe
brand
B
rand's
em
ployee
A
sm
allinfluencer
A
w
ell-know
n
influencer
A
celebrity
Percent who believe each is a credible spokesperson on issues related
to the virus and the brand’s response
MOST TRUSTED SPOKESPEOPLE:
DOCTORS AND HEALTH AUTHORITIES
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q10. Below is a list of people. If a brand were to use each as their spokesperson on issues related to the virus
and how the brand was responding, how credible would they be? 4-point scale; top 2 box, credible. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected
between March 23 and March 26, 2020.
20
22 35
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature
and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this; code 3, brands should avoid doing this. Question shown to those
who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
Percent who want each from brands
BE CAUTIOUS WITH HUMOR AND ESCAPISM
57% 42%
Stop any advertising or marketing
that is humorous or too
lighthearted in tone
Brands should avoid escapist
advertising showing people
gathered together using their
products and having a good time
Brands must do this to
earn or keep my trust
I hope brands will do this,
but there is no obligation
21
India
Japan
S.Africa
Brazil
S.Korea
China
Italy
Canada
Germany
U.S.
France
U.K.
66 54 54 53 49 46 43 39 39 37 34 28
55 27 54 40 22 28 34 54 36 50 46 64
49 31 39 40 15 47 29 36 28 28 22 34
65 9 48 49 19 18 38 28 18 26 22 25
47 9 27 46 17 17 19 16 12 15 9 13
47 20 28 28 9 19 13 15 7 14 10 14
37 8 28 12 31 30 8 8 22 13 14 12
46 6 19 22 14 45 12 9 6 11 5 7
30 3 16 5 14 18 5 14 5 12 6 10
Percent who prefer brands use each channel to communicate
about the virus and their response to the pandemic
USE TRADITIONAL MEDIA, EMAILS AND OWNED CHANNELS
TO COMMUNICATE ABOUT YOUR RESPONSE TO THE PANDEMIC
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q8. When communicating with you about the virus and their response to the pandemic, what methods would
you prefer brands to use? Pick all that apply. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
11
17
18
19
21
31
33
42
45
Regular mail
Streaming videos
Texts
Twitter
Instagram
Facebook
The brand’s website
Email
TV, radio or newspapers
22
18 16 17 13 14 11 10 8
46 46 42
40 37
35
31
30
64 62
59
53 51
46
41
38
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q9. When you see a new piece of information about a brand in each of the following places, how many times
do you need to see it or hear repeated before you believe it is really true? Question shown to those who have heard of the virus (Q1/1). “Once or twice” is a sum of codes 2 and 3. 12-mkt avg.
Data collected between March 23 and March 26, 2020.
Percent who report they believe coronavirus information from each source
EARNED MEDIA BELIEVED MOST READILY
If I see it here, I will
automatically assume it is true
Once or twice
8 9 14 17 20 20 31 27
National
media
Local
media
Brand
website
Brand
advertising
Brand
social media
Product
reviews
Influencer Social
media
Nr. of times they need to
see the information
repeated before believing it:
I will never believe it is true
if this is the only place I see it
IMPACT FOR BRANDS
24
89
77
68 67
62
57 56 55 52 51 48
38
C
hina
India
B
razil
S.A
frica
Italy
C
anada
S.K
orea
U
.S.
U
.K
.
France
G
erm
any
Japan
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they
are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23
and March 26, 2020.
Percent who agree
PEOPLE TURNING TO BRANDS THEY TRUST
60%
Global 12
In this time of crisis, I am turning more and more to the brands
that I am absolutely sure that I can trust
25
Percent who agree
BRANDS’ RESPONSE TO PANDEMIC
ALREADY INFLUENCING PURCHASE
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they
are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23
and March 26, 2020.
82
60
52
46
33 30 29 26 24 21 20 19C
hina
India
S.K
orea
B
razil
Italy
S.A
frica
U
.S.
C
anada
U
.K
.
Japan
France
G
erm
any
I have recently started using a new brand because of the innovative or
compassionate way they have responded to the virus outbreak
37%
Global 12
26
Percent who agree
BRANDS’ RESPONSE TO PANDEMIC
WILL INFLUENCE FUTURE PURCHASE
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they
are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23
and March 26, 2020.
88
79 76 73 70 66 65 64 61
50
45 45
C
hina
India
B
razil
S.K
orea
S.A
frica
Italy
C
anada
U
.K
.
U
.S.
France
G
erm
any
Japan
65%
Global 12
How well a brand responds to this crisis will have a huge impact on my
likelihood to buy that brand in the future
27
2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they
are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23
and March 26, 2020.
Percent who agree
FUTURE OF BRAND TRUST AT RISK
86
75 75 74 73 72 71 69 69
64 64 63
C
hina
B
razil
S.K
orea
U
.K
.
India
S.A
frica
C
anada
Italy
U
.S.
France
Japan
G
erm
any
Brands and companies that I see placing their profits before
people during this crisis will lose my trust forever
71%
Global 12
28
1.
Show up and
do your part
3.
Solve, don’t sell
2.
Don’t act alone
MAINTAINING BRAND TRUST DURING THE CORONAVIRUS
4.
Communicate with
emotion, compassion
and facts
Brands should focus all
efforts on finding
appropriate and
meaningful solutions to
the problems people are
facing today.
People are reassured by
positive brand actions
and commitments.
Communicate with
empathy to help both
inform and calm.
There is strength in
collaboration. To truly
help people during this
crisis requires a joining
of forces with others,
most critically
government.
Brands have a vital role
to play. Now is not the
time to disappear, but to
show up and use all
your resources and
creativity to make a
difference.

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2020 edelman Trust Barometer Brands and the Coronavirus

  • 1. Special Report: Brand Trust and the Coronavirus Pandemic
  • 2. Percent who say this is a deal breaker or deciding factor in their brand buying decision A NEED FOR BRANDS TO DO THE RIGHT THING 2019 Edelman Trust Barometer Special Report: In Brands We Trust? Q104Overall. When it comes to brands that you will or will not buy or use, categorize each of the following attributes based on whether it is a critical deal breaker, important to have, or merely a nice to have. 3-point scale; top 2 box, important. 8-mkt avg. 2020 Edelman Trust Barometer Special Report: Trust and the Coronavirus. Q3. Please indicate your level of agreement with the statements below using a nine-point scale where one means “strongly disagree” and nine means “strongly agree”. 9-point scale; top 4 box, agree. Data shown is a net of r5 and r6. Question shown to those who have heard of the virus (Q1/1). Q10. How often would you like to be updated on the information you just indicated your employer should be sharing? Question shown to those who are aware of the virus and are employees and listed information their employer should be sharing (Q1/1 AND Q43/1 AND Q9/1-14,16). 10-mkt avg. Data collected between March 6 and March 10, 2020. 81% I must be able to trust the brand to do what is right A NEED FOR BUSINESS AND EMPLOYERS TO STEP UP Percent who say 78% Businesses have a responsibility to ensure their employees are protected from the virus in the workplace and do not spread the virus into the community 63% I would like my employer to share information about the coronavirus at least daily 2019 Edelman Trust Barometer Special Report: In Brands We Trust? 2020 Edelman Trust Barometer Special Report: Trust and the Coronavirus
  • 3. 3 1. Show up and do your part 3. Solve, don’t sell 2. Don’t act alone MAINTAINING BRAND TRUST DURING THE CORONAVIRUS 4. Communicate with emotion, compassion and facts Brands should focus all efforts on finding appropriate and meaningful solutions to the problems people are facing today. People are reassured by positive brand actions and commitments. Communicate with empathy to help both inform and calm. There is strength in collaboration. To truly help people during this crisis requires a joining of forces with others, most critically government. Brands have a vital role to play. Now is not the time to disappear, but to show up and use all your resources and creativity to make a difference.
  • 4. 2020 Edelman Trust Barometer Special Report Brand Trust and the Coronavirus Pandemic Margin of error • 12-market global data margin of error: +/- 0.9% (N=12,000) • Market-specific data margin of error: +/- 3.1 (N=1,000) 12-market online Survey • Brazil, Canada, China, France, Germany, India, Italy, Japan, S. Africa, S. Korea, U.K. and U.S. • All data is nationally representative based on age, region and gender • 12,000 respondents (1,000 per market) Timing of Fieldwork: March 23 – March 26, 2020 4
  • 5. 5 Percent who agree BRANDS ARE CRITICAL TO WINNING THE FIGHT AGAINST THE PANDEMIC 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. 62% 55% Our country will not make it through this crisis without brands playing a critical role in addressing the challenges we face Overall, I think brands and companies are responding more quickly and effectively to the pandemic than the government is
  • 6. 6 Percent who agree 1 IN 3 HAVE ALREADY PUNISHED BRANDS THAT DID NOT RESPOND WELL 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. 76 60 45 35 27 27 25 24 23 21 20 16C hina India S.K orea B razil S.A frica U .S. Italy C anada Japan U .K . France G erm any I have convinced other people to stop using a brand that I felt was not acting appropriately in response to the pandemic 33% Global 12
  • 8. 8 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q4. In the face of this coronavirus outbreak, what do you expect brands to do? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who want this from brands PROTECT EMPLOYEES AT ALL COSTS 64 56 58 59 53 51 52 49 42 44 38 55 29 37 34 32 38 39 38 40 47 45 49 31 93 93 92 91 91 90 90 89 89 89 87 86 B razil S.A frica Italy France U .K . G erm any S.K orea C anada C hina U .S. Japan India Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation 90% Global 12 52 38 Brands must do everything they can to protect the well-being and financial security of their employees and their suppliers, even if it means suffering big financial losses until the pandemic ends
  • 9. 9 42 47 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q4. In the face of this coronavirus outbreak, what do you expect brands to do? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Q6. Please indicate how much you agree or disagree with the following statements. 9-point scale; top 4 box, agree. Questions shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who want each from brands PRODUCE PRODUCTS THAT CAN HELP Offer free or lower-priced products to health workers, high-risk individuals and those whose jobs have been affected I am just not paying attention to new products right now unless they are designed to help me with my pandemic- related life challenges Shift to producing products that help people meet the challenges Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation 44 45 89% 89% 54% Percent who agree
  • 10. 10 Percent who want each from brands PARTNER WITH GOVERNMENT TO FILL THE GAPS 90% Partner with government and relief agencies to address the crisis 86% 41 45 Be a safety net, stepping in where they are needed and able, to fill gaps in the government’s response to the virus Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation 50 40 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q4. In the face of this coronavirus outbreak, what do you expect brands to do? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Questions shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
  • 11. 11 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who want brands to play this role SERVE AS INFORMATION SOURCE Be a reliable news source, keeping people informed about the virus and the progress being made in the fight against it 64 55 40 54 41 38 41 33 30 34 35 32 28 36 48 33 44 46 40 47 49 45 42 42 92 91 88 87 85 84 81 80 79 79 77 74 B razil S.A frica S.K orea India C hina C anada Italy U .K . Japan U .S. France G erm any 84% Global 12 42 42 Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
  • 12. 12 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who want brands to play this role USE YOUR BRAND POWER TO EDUCATE Be an educator, offering people instructional information about the virus and how to protect themselves from it Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation 57 61 39 36 55 34 32 33 34 37 23 23 36 31 49 50 31 50 52 50 48 44 55 50 93 92 88 86 86 84 84 83 82 81 78 73 S.A frica B razil C hina C anada India S.K orea U .K . U .S. Italy France Japan G erm any 85% Global 12 39 46
  • 13. 13 Percent who want each from brands BRING PEOPLE TOGETHER Use social media channels to facilitate a sense of community and offer social support to people Connect people and help them stay emotionally close Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation 32 51 83% 84% 34 50 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q3. In the face of this coronavirus outbreak, what roles do you expect brands to play? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Questions shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
  • 15. 15 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12- mkt avg. Data collected between March 23 and March 26, 2020. Percent who want each from brands COMMUNICATE HOW YOU’RE HELPING 89% 88% Keep the public fully informed regarding how the brand is supporting and protecting their employees and customers Keep the public fully informed regarding changes in how the brand is operating and in how to gain access to its products and services 47 42 Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation 46 42
  • 16. 16 Percent who agree COMMUNICATIONS ABOUT BRAND RESPONSE TO PANDEMIC PROVIDING COMFORT AND REASSURANCE 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q6. Please indicate how much you agree or disagree with the following statements. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. 65 89 78 76 72 67 67 66 61 61 55 48 45 37 67 39 58 32 33 30 38 28 32 33 33 21 G lobal12 C hina B razil India S.A frica C anada Italy U .S. S.K orea U .K . France Japan G erm any Hearing from brands I use about what they are doing to respond to the pandemic is comforting and reassuring to me All of the communications I am getting from brands about the virus are just adding to my anxiety and concern
  • 17. 17 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12- mkt avg. Data collected between March 23 and March 26, 2020. Percent who want this from brands SHOW THAT YOU CARE 53 42 54 39 32 29 23 32 29 26 28 20 38 48 33 47 53 54 59 49 52 53 48 52 91 90 87 86 85 83 82 81 81 79 76 72 B razil S.A frica India C hina C anada U .S. Japan Italy S.K orea U .K . France G erm any Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation Global 12 34 49 Issue public statements expressing empathy and support for those most affected by the pandemic 83%
  • 18. 18 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this. Question shown to those who have heard of the virus (Q1/1). 12- mkt avg. Data collected between March 23 and March 26, 2020. Percent who want each from brands FOCUS YOUR MESSAGES ON SOLUTIONS 84% 77% Focus advertising on how the products and services can help people cope with pandemic-related life challenges Only talk about the products in ways that show they are aware of the crisis and the impact it is having on people’s lives 36 48 31 46 Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
  • 19. 19 78 48 45 44 43 34 32 28 26 A doctororhealth authorityB rand's technicalexpert The brand's C EO A person like yourself Founderofthe brand B rand's em ployee A sm allinfluencer A w ell-know n influencer A celebrity Percent who believe each is a credible spokesperson on issues related to the virus and the brand’s response MOST TRUSTED SPOKESPEOPLE: DOCTORS AND HEALTH AUTHORITIES 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q10. Below is a list of people. If a brand were to use each as their spokesperson on issues related to the virus and how the brand was responding, how credible would they be? 4-point scale; top 2 box, credible. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020.
  • 20. 20 22 35 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q5. In the face of this coronavirus outbreak, how do you expect brands to react when it comes to the nature and tone of their communications with the public? 3-point scale; code 1, brands must do this; code 2, I hope brands will do this; code 3, brands should avoid doing this. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who want each from brands BE CAUTIOUS WITH HUMOR AND ESCAPISM 57% 42% Stop any advertising or marketing that is humorous or too lighthearted in tone Brands should avoid escapist advertising showing people gathered together using their products and having a good time Brands must do this to earn or keep my trust I hope brands will do this, but there is no obligation
  • 21. 21 India Japan S.Africa Brazil S.Korea China Italy Canada Germany U.S. France U.K. 66 54 54 53 49 46 43 39 39 37 34 28 55 27 54 40 22 28 34 54 36 50 46 64 49 31 39 40 15 47 29 36 28 28 22 34 65 9 48 49 19 18 38 28 18 26 22 25 47 9 27 46 17 17 19 16 12 15 9 13 47 20 28 28 9 19 13 15 7 14 10 14 37 8 28 12 31 30 8 8 22 13 14 12 46 6 19 22 14 45 12 9 6 11 5 7 30 3 16 5 14 18 5 14 5 12 6 10 Percent who prefer brands use each channel to communicate about the virus and their response to the pandemic USE TRADITIONAL MEDIA, EMAILS AND OWNED CHANNELS TO COMMUNICATE ABOUT YOUR RESPONSE TO THE PANDEMIC 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q8. When communicating with you about the virus and their response to the pandemic, what methods would you prefer brands to use? Pick all that apply. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. 11 17 18 19 21 31 33 42 45 Regular mail Streaming videos Texts Twitter Instagram Facebook The brand’s website Email TV, radio or newspapers
  • 22. 22 18 16 17 13 14 11 10 8 46 46 42 40 37 35 31 30 64 62 59 53 51 46 41 38 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q9. When you see a new piece of information about a brand in each of the following places, how many times do you need to see it or hear repeated before you believe it is really true? Question shown to those who have heard of the virus (Q1/1). “Once or twice” is a sum of codes 2 and 3. 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who report they believe coronavirus information from each source EARNED MEDIA BELIEVED MOST READILY If I see it here, I will automatically assume it is true Once or twice 8 9 14 17 20 20 31 27 National media Local media Brand website Brand advertising Brand social media Product reviews Influencer Social media Nr. of times they need to see the information repeated before believing it: I will never believe it is true if this is the only place I see it
  • 24. 24 89 77 68 67 62 57 56 55 52 51 48 38 C hina India B razil S.A frica Italy C anada S.K orea U .S. U .K . France G erm any Japan 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who agree PEOPLE TURNING TO BRANDS THEY TRUST 60% Global 12 In this time of crisis, I am turning more and more to the brands that I am absolutely sure that I can trust
  • 25. 25 Percent who agree BRANDS’ RESPONSE TO PANDEMIC ALREADY INFLUENCING PURCHASE 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. 82 60 52 46 33 30 29 26 24 21 20 19C hina India S.K orea B razil Italy S.A frica U .S. C anada U .K . Japan France G erm any I have recently started using a new brand because of the innovative or compassionate way they have responded to the virus outbreak 37% Global 12
  • 26. 26 Percent who agree BRANDS’ RESPONSE TO PANDEMIC WILL INFLUENCE FUTURE PURCHASE 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. 88 79 76 73 70 66 65 64 61 50 45 45 C hina India B razil S.K orea S.A frica Italy C anada U .K . U .S. France G erm any Japan 65% Global 12 How well a brand responds to this crisis will have a huge impact on my likelihood to buy that brand in the future
  • 27. 27 2020 Edelman Trust Barometer Special Report: Brands and the Coronavirus. Q2. Please indicate how much you agree or disagree with the following statements about brands and how they are responding to the current coronavirus pandemic. 9-point scale; top 4 box, agree. Question shown to those who have heard of the virus (Q1/1). 12-mkt avg. Data collected between March 23 and March 26, 2020. Percent who agree FUTURE OF BRAND TRUST AT RISK 86 75 75 74 73 72 71 69 69 64 64 63 C hina B razil S.K orea U .K . India S.A frica C anada Italy U .S. France Japan G erm any Brands and companies that I see placing their profits before people during this crisis will lose my trust forever 71% Global 12
  • 28. 28 1. Show up and do your part 3. Solve, don’t sell 2. Don’t act alone MAINTAINING BRAND TRUST DURING THE CORONAVIRUS 4. Communicate with emotion, compassion and facts Brands should focus all efforts on finding appropriate and meaningful solutions to the problems people are facing today. People are reassured by positive brand actions and commitments. Communicate with empathy to help both inform and calm. There is strength in collaboration. To truly help people during this crisis requires a joining of forces with others, most critically government. Brands have a vital role to play. Now is not the time to disappear, but to show up and use all your resources and creativity to make a difference.