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Analysing the drivers and inhibitors of trust in the community
and councils using HuTrust®.!
!
March 2013!
This	
  publica,on	
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  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
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  of	
  ifm/mext.	
  Copying	
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  permiCed	
  without	
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  of	
  the	
  copyright	
  holder	
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  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
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  for	
  informa,on	
  purposes.	
  	
  	
  
All	
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Australians don’t trust their local communities.
Community Foundation on the Edge.
Only half of residents surveyed say they trust their local
community, 14% actively distrust their community and only 15%
strongly trust their community.!
0%	
  
5%	
  
10%	
  
15%	
  
20%	
  
25%	
  
30%	
  
35%	
  
40%	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group
mext helps clients build greater customer value
through brand development, customer experience,
innovation and engagement planning.!
!
Knowing that trust is most valuable to customers,
we specialise in building trust in client’s
organisations, brands, people and products.!
!
With strong international experience, rigorous
processes and world best tools we work with many
of the foremost organisations to significantly
improve their performance.!
5
17
32
www.hutrust.com www.mextconsulting.com
melissa.wraith@mextconsulting.com
stefan.grafe@mextconsulting.com
+ 61 3 9428 5417
Melbourne inner east vs
outer east comparison!
HuTrust® Profile – what
residents (don’t) trust for!
The importance & levels of
trust in the community!
What drives trust! 29
part of the Asia Pacific mext/duxton group
Content
HuTrust (Human Trust) is the correct understanding of what
constitutes trust.
HuTrust® identifies and examines the 6 components of
trust.
HuTrust® is proven to explain at least 75% of trust
(statistically 65% is considered very high).
Mext and its partners can help you qualitatively analyse
your trust weaknesses and strengths and define actions to
improve.
HuTrust® in quantitative surveys is a system of 6
statements that can be inserted into any survey to provide a
sound analysis and tracking for your specific community.
Psychologically correct, statistically and practically proven,
HuTrust® is the only scientifically robust methodology to
understand, build and manage trust that is used the world
over.
OK? So what. How do you even measure
trust?!
Trust is a critical driver of engagement and customer
value.
Satisfaction and advocacy scores can be analysed
using HuTrust®.
If you want people to :
buy more, try more, pay more
then harnessing trust is the key.
part of the Asia Pacific mext/duxton group

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Community trust is considered the bedrock of our society
and a vital indicator of community strength.!
!
Much is talked about the importance of community
engagement and many activities at local, state and
corporate level aim to improve community cohesion.!
!
With so much focus and investment, where do we stand
then? Is all the talk about our great communities true? Is
the investment working?!
!
We wanted to find out.!
In November 2012 mext surveyed 1346 adults across
Australia. The survey was conducted online through
Australia Online Research. The statistical error margin
is 2.7%.!
!
We bolstered the quantitative survey with 15 in person
interviews to provide more richness of insight.!
!
We wanted to find out !
-  How Australians think about and behave in their
local communities!
-  How this is different depending on their trust in
their community!
-  If they trust their community and what (not) for!
The methodology to analyse trust is HuTrust®.!
part of the Asia Pacific mext/duxton group
Community & Trust – study background.
Why bother?
The importance of trust in the local community
!
Trust is clearly the key driver of community engagement,
care and safety.!
We looked at 4 critical community engagement areas:!
1)  Neighbour relations - How we engage with
neighbours !
2)  Community support & safety – willingness to volunteer
and report offences!
3)  Community prosperity – keeping local dollars local
and willingness to recommend living in my area!
4)  Political support – voting and council support!
For each item we compared the average against the
answers of those that have low trust in the community vs
those that highly trust!
part of the Asia Pacific mext/duxton group
I know my neighbours!
On average only 1/3 strongly agree they know their
neighbours.!
But if people highly trust their community, this almost
doubles to 60%.!
!
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0 1 2 3 4 5 6 7 8 9 10
Highly	
  trust	
  their	
  community
Trust	
  their	
  community
Average	
  all	
  respondents
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
I help my neighbours
On average only just over 1 in 4 strongly agree that they
help neighbours.!
With people who highly trust their community this doubles
to over half. !
0%	
  
5%	
  
10%	
  
15%	
  
20%	
  
25%	
  
30%	
  
35%	
  
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45%	
  
0	
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Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
Level	
  of	
  Agreement	
  
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I would report offences to the authorities!
Of all respondents just 52% agree strongly that they
would report offences. But 77% of those that have high
trust in their community strongly agree. !
This is a key indicator for actively caring for the
community and speaking up.!
0%	
  
10%	
  
20%	
  
30%	
  
40%	
  
50%	
  
60%	
  
0	
   1	
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   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
I volunteer in my community!
Volunteering is a very important aspect of community life
and critical for functioning. !
But on average 21% disagree strongly that they
volunteer and only 1 in 4 agree strongly that they do.!
!
However, among those that highly trust their community
only 12% disagree strongly but half agree strongly that
they volunteer in their community!
0%	
  
5%	
  
10%	
  
15%	
  
20%	
  
25%	
  
30%	
  
35%	
  
40%	
  
45%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
0%	
  
10%	
  
20%	
  
30%	
  
40%	
  
50%	
  
60%	
  
70%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
I prefer shopping locally!
Keeping money in the local community and shops is a
key aim of councils.!
!
But on average only 60% strongly prefer to shop locally,
while with high trusters this shoots up to 81%.!
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
0%	
  
10%	
  
20%	
  
30%	
  
40%	
  
50%	
  
60%	
  
70%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
I would recommend living in my local area!
On average 38% would recommend living in their
community.!
46% of those that have low trust would do so BUT if
people have high their community this rises to 73% -
almost double the average.!
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group

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0%	
  
5%	
  
10%	
  
15%	
  
20%	
  
25%	
  
30%	
  
35%	
  
40%	
  
45%	
  
50%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
If I was planning to invest in property I would invest in
property locally.!
Another important economic indicator is the local
property investment. On average 1 in 3 agrees strongly
that they would invest in property locally. !
But with high trusters this rises to 6 in 10. !
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
If I was planning to invest in business, I would invest in
business locally.!
Propensity to invest in local business is another
important indicator for monetary retention.!
!
On average 27% agree strongly they would invest in
business locally. With high trusters the propensity rises
by 200% to 54%!
0%	
  
5%	
  
10%	
  
15%	
  
20%	
  
25%	
  
30%	
  
35%	
  
40%	
  
45%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
0%	
  
10%	
  
20%	
  
30%	
  
40%	
  
50%	
  
60%	
  
70%	
  
80%	
  
90%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
I vote in elections.!
Mandatory voting may explain that 75% agree strongly
they will vote in elections. But with those that highly trust
their community this still rises to 89%.!
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group
0%	
  
5%	
  
10%	
  
15%	
  
20%	
  
25%	
  
30%	
  
0	
   1	
   2	
   3	
   4	
   5	
   6	
   7	
   8	
   9	
   10	
  
Highly	
  trust	
  their	
  community	
  
Trust	
  their	
  community	
  
Average	
  all	
  respondents	
  
I generally support local council direction/decisions.!
Out of 1346 answers, no one gave a 10/10. Although
most will vote, few seem to see themselves
represented. !
Only 1 /10 strongly agree they support council decision
in general.!
!
Conversely, almost ½ clearly disagree in general with
council decisions. Scores of 9 - rise to 24% compared
to the average of 10%.!
Level	
  of	
  Agreement	
  
part of the Asia Pacific mext/duxton group

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The document reports on a study conducted in 8 countries to understand middle class attitudes and opinions toward child mortality. It surveyed over 8,000 middle class individuals through in-person interviews. The study found that corruption was among the top concerns in each country. Trust was highest in hospitals, international organizations, and religious groups, while trust was lowest in political parties, police, and civil service across most countries.

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radiocape townresearch
Know	
  my	
  neighbours	
  
	
  
In summary:
The more residents trust their local community, the more they do to make it more successful.!
!If I trust my community I ...!
Help	
  my	
  neighbours	
  
	
  
Report	
  offences	
  
	
  
Volunteer	
  
	
  
Prefer	
  shopping	
  	
  
locally	
  
Recommend	
  living	
  
	
  here	
  
Would	
  prefer	
  to	
  invest	
  
in	
  property	
  here	
  
Would	
  prefer	
  to	
  invest	
  
in	
  business	
  here	
  
Vote	
  in	
  elec>ons	
  
	
  
Support	
  council	
  
decisions	
  
72% 66% 88% 53%
89% 88% 69% 60%
88% 46%
part of the Asia Pacific mext/duxton group
Considering the
somewhat low trust
results, what do(n’t)
we trust our
community for?
HuTrust Analysis
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  	
  
All	
  images	
  copyright	
  Istock	
  and	
  used	
  under	
  license	
  by	
  ifm	
  &	
  mext	
  
part of the Asia Pacific mext/duxton group
HuTrust® dimensionalises trust into its 6 facets. !
!
§  Psychologically correct!
§  Statistically proven!
§  Practically proven with many leading organisations
from Australia to Qatar.!
www.hutrust.com !
!
HuTrust®	
  is	
  trademark	
  of	
  ifm	
  in	
  depth	
  research	
  and	
  strategies	
  and	
  Stefan	
  Grafe.	
  The	
  HuTrust®	
  Model,	
  its	
  facets,	
  descriptors	
  and	
  statements	
  are	
  copyright	
  ifm	
  in	
  depth	
  research	
  and	
  strategies	
  and	
  may	
  not	
  be	
  used,	
  reproduced	
  or	
  stored	
  in	
  any	
  medium	
  unless	
  expressly	
  permiCed	
  by	
  ifm.	
  	
  HuTrust®	
  is	
  applied	
  in	
  
Brand	
  trust	
  development,	
  Customer	
  experience	
  &	
  value	
  proposi,on	
  development,	
  Sales	
  and	
  Business	
  Development	
  Performance	
  &	
  Training,	
  Employer	
  branding	
  &	
  Employee	
  engagement,	
  	
  Manager	
  Coaching	
  &	
  Leadership	
  training,	
  transforma,on	
  and	
  change	
  management	
  and	
  corporate	
  affairs	
  &	
  PR.	
  All	
  images	
  
copyright	
  Istockphotos	
  and	
  used	
  under	
  license	
  by	
  ifm	
  &	
  mext.	
  
Whenever customers interact
with you or think of you, they
assess you against the 6
drivers of trust.!
To understand what trust or the lack thereof is made of, we
use HuTrust.
!
HuTrust (for human trust) displays the 6 facets that make
up trust.!
This enable to understand what residents (don’t) trust for
and therefore to act.!
part of the Asia Pacific mext/duxton group
Base: all respondents, n = 1346
As we saw…
Only half of residents surveyed say they trust their local
community, 14% actively distrust their community and only
15% strongly trust their community.
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group

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Dr. Jeff French: How to Design and Deliver Social Programs that Influence Beh...
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Jeff French: How to Design and Deliver Social Programs that Influence Behaviour

Jeff French: How to Design and Deliver Social Programs that Influence Behaviour Keynote Session Presented at the New Horizons in Responsible Gambling Conference in Vancouver, January 27-29, 2014

problem gamblerssocial programshorizonsrg
Cultural Transformation vs Change - Richard Barrett
Cultural Transformation vs Change - Richard Barrett Cultural Transformation vs Change - Richard Barrett
Cultural Transformation vs Change - Richard Barrett

This document provides information about the Barrett Values Centre, which uses tools to help organizations measure and develop their culture. It discusses the importance of culture in driving business outcomes. The Barrett Values Centre uses assessments to evaluate the current and desired culture of an organization based on 7 levels of consciousness. These assessments identify areas of cultural entropy or friction that reduce employee engagement. The goal is to help organizations transform their culture by aligning it with the values and needs of employees at different stages of psychological development. This supports building a values-driven culture and high levels of employee engagement.

6.3
6.2
6.3
6.0
5.6
5.8
6.0
4	
   5	
   6	
   7	
   8	
  
Trust
Stability
Developme
Relationshi
Benefit
Vision
Competenc
Average Score
‘Trust my Local Community’ HuTrust® Profile
Base: all respondents, n = 1346
Residents score each of the HuTrust Facets well below the
trust threshold of 7. Trust in a benefit and trust in an
appealing vision/direction is very low, closer to active
distrust.
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
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  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
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  is	
  not	
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without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
Hutrust® Profiles
Base: all respondents, n = 1346
I trust my Local Community for its stable foundation.
Half don’t trust in their community’s stability.
For having built a strong foundation, distrust is as high
as high trust.
The high proportion of 5 scores, non trust, throughout is
notable. Stability	
  trust	
  
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group
Example:
‘I’ve been living here for 30 years. At the start
everyone knew each other and looked after
each other. But that was then. Now I feel we
have lost much of that.’!
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
I trust my Local Community to develop well in
the future.
Over half don’t trust their community to develop well in the
future.
Development	
  trust	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group

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Mind the gap - a new crisis of trust?
Mind the gap - a new crisis of trust?Mind the gap - a new crisis of trust?
Mind the gap - a new crisis of trust?

A presentation on public perceptions of the charity sector given by Bobby Duffy, Managing Director, Ipsos MORI Social research Institute at NPC’s State of the Sector seminar on 5th March 2014. See the full poll at http://www.ipsos-mori.com/researchpublications/researcharchive/3352/State-of-the-Charities-Sector-poll-for-New-Philanthropy-Capital.aspx or visit the NPC website: http://www.thinknpc.org/publications/mind-the-gap/

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Vega Brand Challenge Client - WPBTS
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Full Situational Analysis, Creative Concepts, Campaign Rollout and Budget for Western Province Blood Transfusion Service.

#FIRMday London 26th April 2018 - PathMotion: Storytelling that works for HR ...
#FIRMday London 26th April 2018 - PathMotion: Storytelling that works for HR ...#FIRMday London 26th April 2018 - PathMotion: Storytelling that works for HR ...
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PathMotion is joined by Emma Britton from Citi to take us through the results of their research on the impact of storytelling in talent attraction. Learn how they measured the impact of different types of content on how engaged a candidate was with the brand and find out how storytelling can help drive better engagement with your own brand during the recruitment process.

the firmthe forum for inhouse recruitment managersrecruitment
Example:
‘Can’t get into childcare, more and more
shops are closing and less and less houses
are well presented. I don’t think it is going get
better, probably worse.’!
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
Base: all respondents, n = 1346
Only 43% trust that their community can relate well to
people like themselves. 1 in 6 distrust for that.
I trust that my community can relate well to people like
me.
Rela>onship	
  trust	
  
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group
Example:
‘Everyone seems so busy and occupied with
themselves. I hardly see any of my
neighbours.’!
!
‘Whenever I call council about something no
one properly knows and no one does anything
at the end.’!
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
Benefit	
  trust	
  
1 in 4 actively distrust their community to be of
benefit to them. Only 41% trust their community to
be valuable in their daily lives.
I trust my community to be valuable in my daily life.
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group

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The Power of Positive Word of Mouth (WOM)
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Social media engagement and word-of-mouth recommendations are increasingly important for the travel and tourism industry. The document discusses how people's social networks influence their travel decisions and how brands can utilize social media to influence word-of-mouth. It also examines how the internet has impacted word-of-mouth conversations and how brands can provide resources to customers before, during, and after these conversations. Finally, it outlines strategies for travel brands to engage customers on social media through content creation, customer service, and thought leadership in order to build brand awareness and positive word-of-mouth.

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Social media engagement and word-of-mouth are important drivers for the travel and tourism industry. The document discusses how people's social networks influence their decisions, with friends' recommendations being a top factor in travel planning. It also outlines how brands can utilize social media to monitor conversations and engage customers. The rise of social customer care means brands must be prepared to respond on all channels to satisfy customers.

reporttours and travelyoutube
Example:
‘I feel I just live here. I don’t think I get
anything from my local area or council –
except for bills’.!
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
I trust my community for an appealing vision.
61% don’t trust in their community’s vision. 1 in 6
actively distrust the vision. More than the number that
highly trust the vision.
An equal number strongly trust and distrust their
community for having the right competencies. Overall
60% don’t trust their local community for their
competence.
Vision	
  trust	
  
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group
Example:
‘They sometimes send those surveys around.
But the surveys are meaningless and,
whatever I answer, they seem to be doing the
opposite.’!
!
‘They have this stupid slogan that doesn’t say
anything. I wouldn’t have a clue what their
vision is. The councillors are no better. Even
when you read about them, it is just drizzle to
get elected.’!
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
I trust my community to have what it takes.
61% don’t trust in their community’s vision. 1 in 6 actively
distrust the vision. More than the number that highly trust
the vision.
An equal number strongly trust and distrust their community
for having the right competencies. Overall 60% don’t trust
their local community for their competence.
Competence	
  
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
Distrust	
   No	
  trust	
   Low	
  trust	
   High	
  trust	
  
part of the Asia Pacific mext/duxton group

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The document summarizes research on the future of charities in Ireland in 2037. It finds declining public trust in charities based on surveys of the general public, charity staff, and volunteers. Interviews with charity leaders find demands for excellence, a need for the sector to evolve and drive change, and a call for greater transparency and regulation. The implications are that declining trust will make it harder for charities to fulfill their roles unless the sector takes proactive steps to change, measure impact, facilitate mergers where appropriate, and better engage volunteers.

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Michele Madden, managing director, nfpSynergy Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk

engagementtrends
Example:
‘The planners don’t seem to have clue. They
approve the most ridiculous developments
and hold up the sensible ones. And in the few
cases where they do the right thing, they get
smashed by VCAT or the planning minister.’!
part of the Asia Pacific mext/duxton group
Trust is the key driver for resident’s attitudes and
behaviours that make our communities strong and
successful.
There are as many residents that trust their community as
there are residents that don’t and distrust their community.
This is hardly a good result considering that the Big 4 banks
are trusted by a good majority of their customers.
It appears that councils, community organisations and
parties are not able to garner their resident’s trust and thus
miss out on many opportunities.
Practically this means
•  much time & money wasted dealing with objections,
•  higher spending due to lack of willingness to volunteer
and help their community
•  Less help from residents in reporting offences and
rectify issues
•  Loss of local investment and local spending, depleting
the local community of funds
Comparison of trust in CBA vs respondent’s trust in
their local community
What does this mean?!
!
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
Understanding what residents want to trust for most.



To help clients understand what to focus on most, we apply
a special regression methodology.

It tells us which HuTrust Facets contribute strongest to
trusting at this point in time.

This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
My Local Community’ HuTrust Drivers!
Trust would be most strongly affected if residents could trust
their community for having built a strong foundation and to
develop well in the future.

While these are the strongest facets at 6.3 and 6.2 average,
they score well below the trust threshold.
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group

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Different age groups need to be engaged differently!
When looking at what drives trust in the different age
groups, young adults place most importance in being able
to trust their community to develop well in the future.
Trust in an appealing vision and stability are equal second.
Councils should also note that with the 25-34 year olds –
the first time property buyers – relationship trust is the
second most important trust driver.
Base: all respondents, n = 1346
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
An example of regional
differences:

Inner vs. outer east
Melbourne
part of the Asia Pacific mext/duxton group
My Local Community’ HuTrust Profiles



In Melbourne’s outer eastern suburbs trust scores overall
seem to be slightly higher, but still stay well below the trust
threshold of 7.

In the inner suburbs trust in a benefit is very low, trending
towards distrust.

In the outer suburbs trust in an appealing vision borders
active distrust. 

Base: inner east Melbourne (n=59), outer east Melbourne (n=54)
This	
  publica,on	
  and	
  results	
  are	
  copyright	
  mext	
  2013.	
  HuTrust	
  and	
  the	
  6	
  drivers	
  of	
  trust	
  are	
  copyright	
  and	
  trademark	
  of	
  ifm/mext.	
  Copying	
  and	
  publishing	
  by	
  any	
  means	
  is	
  not	
  permiCed	
  
without	
  express	
  permission	
  of	
  the	
  copyright	
  holder	
  except	
  as	
  permiCed	
  through	
  the	
  Australian	
  copyright	
  act	
  and	
  for	
  informa,on	
  purposes.	
  	
  
part of the Asia Pacific mext/duxton group
Duxton	
  Consul>ng	
  Singapore	
  
Email:	
  laurenz.koehler@duxton	
  
consul,ng.com	
  
Address:	
  	
  26	
  Duxton	
  Rd.	
  
Singapore	
  089490	
  
Phone:	
  +65	
  6323	
  3340	
  
Chris>na	
  Eisenschmid	
  
Email:	
  
chris,na.eisenschmid@psyma.com	
  
Address:	
  Nymphenburger	
  Str.	
  14	
  
80335	
  Munich	
  
Phone+49	
  (0)	
  89	
  20209610	
  
Concerto	
  Marke>ng	
  
Suite	
  250	
  –	
  128	
  Has,ngs	
  St.	
  West	
  
Vancouver,	
  BC	
  V6B	
  1G8	
  
t:	
  604-­‐684-­‐8933	
  
f:	
  604-­‐684-­‐8934	
  
Who	
  Group	
  Australia	
  
M.Dudley	
  	
  
Email:	
  md@whogroup.com	
  
Level	
  2,	
  1	
  Southbank	
  Blvd	
  
Southbank	
  VIC	
  3006	
  
03	
  8636	
  4000	
  
Tred	
  Interna>onal	
  
Adam	
  Thorp,	
  Director	
  
Mobile:	
  0417	
  584	
  599	
  	
  
Phone:	
  02	
  9300	
  6439	
  
www.tredinterna,onal.com	
  
Email:	
  info@tredinterna,onal.com	
  
Global	
  	
  contact:	
  
mext	
  Consul>ng	
  Australia	
  	
  
Stefan	
  Grafe,	
  Managing	
  Partner	
  &	
  HuTrust®	
  Developer	
  
Stefan.grafe@mextconsul,ng.com	
  
	
  
165	
  Cremorne	
  Street	
  	
  
Richmond	
  VIC	
  3122	
  
+61	
  3	
  94285417	
  
For further information and
HuTrust® usage, please
contact:

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Ethical product trends in South Africa 2013
Ethical product trends in South Africa 2013Ethical product trends in South Africa 2013
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A major obstacle for organisations promoting ethical products is the lack of market information. This is why The Trade for Development Centre (TDC - a programme of the Belgian Development Agency) decided to have market research conducted on ethical, sustainable products in different developing countries within the framework of its Producer Support Programme. The key objective of this consumer survey carried out by Nielsen in South Africa is to provide organisations that promote Fairtrade, like producers and traders of Fairtrade products as well as organisations promoting ethical consumption in South Africa, with information that allows them to : a) Formulate their medium and long-term business plan and marketing strategy b) Ensure effective support in the ethical supply chains.

south africamarket researchfair trade
The 2016 Wiley Society Membership Survey Results
The 2016 Wiley Society Membership Survey ResultsThe 2016 Wiley Society Membership Survey Results
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Wiley surveyed 13,000 people (Wiley contacts) in the academic research community about what they felt about scholarly society or association membership. Over half of the respondents were members of a society and the other half give valuable insights into what would get them to join one and why they were not members.

academic associationpublishingscholarly society
Research Methodology, Objectives, Types and Significance of Research
Research Methodology, Objectives, Types and Significance of ResearchResearch Methodology, Objectives, Types and Significance of Research
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Research methodology refers to the systematic, theoretical analysis of the methods applied to a field of study. It comprises the theoretical analysis of the body of methods and principles associated with a branch of knowledge. research is integral to every aspect of business operations. It supports informed decision-making, identifies opportunities and threats, enhances customer understanding, improves efficiency, fosters innovation, aids in strategic planning, refines marketing strategies, manages risk, boosts employee satisfaction, enhances financial performance, and informs policy formulation. This comprehensive understanding and application of research allow businesses to operate more effectively and sustainably in a competitive environment. Research methodology refers to the systematic, theoretical analysis of the methods applied to a field of study. It encompasses the principles, procedures, and techniques used by researchers to collect, analyze, and interpret data. Essentially, research methodology provides the blueprint for the entire research process, ensuring that the study is carried out in a structured, reliable, and valid manner.

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The great value of more Community Trust - How trust impacts community behaviour and engagement

  • 1. Analysing the drivers and inhibitors of trust in the community and councils using HuTrust®.! ! March 2013! This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed  without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.       All  images  copyright  Istock  and  used  under  license  by  ifm  &  mext   Australians don’t trust their local communities. Community Foundation on the Edge.
  • 2. Only half of residents surveyed say they trust their local community, 14% actively distrust their community and only 15% strongly trust their community.! 0%   5%   10%   15%   20%   25%   30%   35%   40%   Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 3. mext helps clients build greater customer value through brand development, customer experience, innovation and engagement planning.! ! Knowing that trust is most valuable to customers, we specialise in building trust in client’s organisations, brands, people and products.! ! With strong international experience, rigorous processes and world best tools we work with many of the foremost organisations to significantly improve their performance.! 5 17 32 www.hutrust.com www.mextconsulting.com melissa.wraith@mextconsulting.com stefan.grafe@mextconsulting.com + 61 3 9428 5417 Melbourne inner east vs outer east comparison! HuTrust® Profile – what residents (don’t) trust for! The importance & levels of trust in the community! What drives trust! 29 part of the Asia Pacific mext/duxton group Content
  • 4. HuTrust (Human Trust) is the correct understanding of what constitutes trust. HuTrust® identifies and examines the 6 components of trust. HuTrust® is proven to explain at least 75% of trust (statistically 65% is considered very high). Mext and its partners can help you qualitatively analyse your trust weaknesses and strengths and define actions to improve. HuTrust® in quantitative surveys is a system of 6 statements that can be inserted into any survey to provide a sound analysis and tracking for your specific community. Psychologically correct, statistically and practically proven, HuTrust® is the only scientifically robust methodology to understand, build and manage trust that is used the world over. OK? So what. How do you even measure trust?! Trust is a critical driver of engagement and customer value. Satisfaction and advocacy scores can be analysed using HuTrust®. If you want people to : buy more, try more, pay more then harnessing trust is the key. part of the Asia Pacific mext/duxton group
  • 5. Community trust is considered the bedrock of our society and a vital indicator of community strength.! ! Much is talked about the importance of community engagement and many activities at local, state and corporate level aim to improve community cohesion.! ! With so much focus and investment, where do we stand then? Is all the talk about our great communities true? Is the investment working?! ! We wanted to find out.! In November 2012 mext surveyed 1346 adults across Australia. The survey was conducted online through Australia Online Research. The statistical error margin is 2.7%.! ! We bolstered the quantitative survey with 15 in person interviews to provide more richness of insight.! ! We wanted to find out ! -  How Australians think about and behave in their local communities! -  How this is different depending on their trust in their community! -  If they trust their community and what (not) for! The methodology to analyse trust is HuTrust®.! part of the Asia Pacific mext/duxton group Community & Trust – study background.
  • 6. Why bother? The importance of trust in the local community ! Trust is clearly the key driver of community engagement, care and safety.! We looked at 4 critical community engagement areas:! 1)  Neighbour relations - How we engage with neighbours ! 2)  Community support & safety – willingness to volunteer and report offences! 3)  Community prosperity – keeping local dollars local and willingness to recommend living in my area! 4)  Political support – voting and council support! For each item we compared the average against the answers of those that have low trust in the community vs those that highly trust! part of the Asia Pacific mext/duxton group
  • 7. I know my neighbours! On average only 1/3 strongly agree they know their neighbours.! But if people highly trust their community, this almost doubles to 60%.! ! 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 0 1 2 3 4 5 6 7 8 9 10 Highly  trust  their  community Trust  their  community Average  all  respondents Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 8. I help my neighbours On average only just over 1 in 4 strongly agree that they help neighbours.! With people who highly trust their community this doubles to over half. ! 0%   5%   10%   15%   20%   25%   30%   35%   40%   45%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 9. I would report offences to the authorities! Of all respondents just 52% agree strongly that they would report offences. But 77% of those that have high trust in their community strongly agree. ! This is a key indicator for actively caring for the community and speaking up.! 0%   10%   20%   30%   40%   50%   60%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 10. I volunteer in my community! Volunteering is a very important aspect of community life and critical for functioning. ! But on average 21% disagree strongly that they volunteer and only 1 in 4 agree strongly that they do.! ! However, among those that highly trust their community only 12% disagree strongly but half agree strongly that they volunteer in their community! 0%   5%   10%   15%   20%   25%   30%   35%   40%   45%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 11. 0%   10%   20%   30%   40%   50%   60%   70%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   I prefer shopping locally! Keeping money in the local community and shops is a key aim of councils.! ! But on average only 60% strongly prefer to shop locally, while with high trusters this shoots up to 81%.! Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 12. 0%   10%   20%   30%   40%   50%   60%   70%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   I would recommend living in my local area! On average 38% would recommend living in their community.! 46% of those that have low trust would do so BUT if people have high their community this rises to 73% - almost double the average.! Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 13. 0%   5%   10%   15%   20%   25%   30%   35%   40%   45%   50%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   If I was planning to invest in property I would invest in property locally.! Another important economic indicator is the local property investment. On average 1 in 3 agrees strongly that they would invest in property locally. ! But with high trusters this rises to 6 in 10. ! Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 14. If I was planning to invest in business, I would invest in business locally.! Propensity to invest in local business is another important indicator for monetary retention.! ! On average 27% agree strongly they would invest in business locally. With high trusters the propensity rises by 200% to 54%! 0%   5%   10%   15%   20%   25%   30%   35%   40%   45%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 15. 0%   10%   20%   30%   40%   50%   60%   70%   80%   90%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   I vote in elections.! Mandatory voting may explain that 75% agree strongly they will vote in elections. But with those that highly trust their community this still rises to 89%.! Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 16. 0%   5%   10%   15%   20%   25%   30%   0   1   2   3   4   5   6   7   8   9   10   Highly  trust  their  community   Trust  their  community   Average  all  respondents   I generally support local council direction/decisions.! Out of 1346 answers, no one gave a 10/10. Although most will vote, few seem to see themselves represented. ! Only 1 /10 strongly agree they support council decision in general.! ! Conversely, almost ½ clearly disagree in general with council decisions. Scores of 9 - rise to 24% compared to the average of 10%.! Level  of  Agreement   part of the Asia Pacific mext/duxton group
  • 17. Know  my  neighbours     In summary: The more residents trust their local community, the more they do to make it more successful.! !If I trust my community I ...! Help  my  neighbours     Report  offences     Volunteer     Prefer  shopping     locally   Recommend  living    here   Would  prefer  to  invest   in  property  here   Would  prefer  to  invest   in  business  here   Vote  in  elec>ons     Support  council   decisions   72% 66% 88% 53% 89% 88% 69% 60% 88% 46% part of the Asia Pacific mext/duxton group
  • 18. Considering the somewhat low trust results, what do(n’t) we trust our community for? HuTrust Analysis This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed  without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.       All  images  copyright  Istock  and  used  under  license  by  ifm  &  mext   part of the Asia Pacific mext/duxton group
  • 19. HuTrust® dimensionalises trust into its 6 facets. ! ! §  Psychologically correct! §  Statistically proven! §  Practically proven with many leading organisations from Australia to Qatar.! www.hutrust.com ! ! HuTrust®  is  trademark  of  ifm  in  depth  research  and  strategies  and  Stefan  Grafe.  The  HuTrust®  Model,  its  facets,  descriptors  and  statements  are  copyright  ifm  in  depth  research  and  strategies  and  may  not  be  used,  reproduced  or  stored  in  any  medium  unless  expressly  permiCed  by  ifm.    HuTrust®  is  applied  in   Brand  trust  development,  Customer  experience  &  value  proposi,on  development,  Sales  and  Business  Development  Performance  &  Training,  Employer  branding  &  Employee  engagement,    Manager  Coaching  &  Leadership  training,  transforma,on  and  change  management  and  corporate  affairs  &  PR.  All  images   copyright  Istockphotos  and  used  under  license  by  ifm  &  mext.   Whenever customers interact with you or think of you, they assess you against the 6 drivers of trust.! To understand what trust or the lack thereof is made of, we use HuTrust. ! HuTrust (for human trust) displays the 6 facets that make up trust.! This enable to understand what residents (don’t) trust for and therefore to act.! part of the Asia Pacific mext/duxton group
  • 20. Base: all respondents, n = 1346 As we saw… Only half of residents surveyed say they trust their local community, 14% actively distrust their community and only 15% strongly trust their community. Distrust   No  trust   Low  trust   High  trust   This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 21. 6.3 6.2 6.3 6.0 5.6 5.8 6.0 4   5   6   7   8   Trust Stability Developme Relationshi Benefit Vision Competenc Average Score ‘Trust my Local Community’ HuTrust® Profile Base: all respondents, n = 1346 Residents score each of the HuTrust Facets well below the trust threshold of 7. Trust in a benefit and trust in an appealing vision/direction is very low, closer to active distrust. This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group Hutrust® Profiles
  • 22. Base: all respondents, n = 1346 I trust my Local Community for its stable foundation. Half don’t trust in their community’s stability. For having built a strong foundation, distrust is as high as high trust. The high proportion of 5 scores, non trust, throughout is notable. Stability  trust   This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 23. Example: ‘I’ve been living here for 30 years. At the start everyone knew each other and looked after each other. But that was then. Now I feel we have lost much of that.’! This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 24. Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     I trust my Local Community to develop well in the future. Over half don’t trust their community to develop well in the future. Development  trust   Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 25. Example: ‘Can’t get into childcare, more and more shops are closing and less and less houses are well presented. I don’t think it is going get better, probably worse.’! This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 26. Base: all respondents, n = 1346 Only 43% trust that their community can relate well to people like themselves. 1 in 6 distrust for that. I trust that my community can relate well to people like me. Rela>onship  trust   This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 27. Example: ‘Everyone seems so busy and occupied with themselves. I hardly see any of my neighbours.’! ! ‘Whenever I call council about something no one properly knows and no one does anything at the end.’! This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 28. Benefit  trust   1 in 4 actively distrust their community to be of benefit to them. Only 41% trust their community to be valuable in their daily lives. I trust my community to be valuable in my daily life. Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 29. Example: ‘I feel I just live here. I don’t think I get anything from my local area or council – except for bills’.! This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 30. I trust my community for an appealing vision. 61% don’t trust in their community’s vision. 1 in 6 actively distrust the vision. More than the number that highly trust the vision. An equal number strongly trust and distrust their community for having the right competencies. Overall 60% don’t trust their local community for their competence. Vision  trust   Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 31. Example: ‘They sometimes send those surveys around. But the surveys are meaningless and, whatever I answer, they seem to be doing the opposite.’! ! ‘They have this stupid slogan that doesn’t say anything. I wouldn’t have a clue what their vision is. The councillors are no better. Even when you read about them, it is just drizzle to get elected.’! This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 32. I trust my community to have what it takes. 61% don’t trust in their community’s vision. 1 in 6 actively distrust the vision. More than the number that highly trust the vision. An equal number strongly trust and distrust their community for having the right competencies. Overall 60% don’t trust their local community for their competence. Competence   Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     Distrust   No  trust   Low  trust   High  trust   part of the Asia Pacific mext/duxton group
  • 33. Example: ‘The planners don’t seem to have clue. They approve the most ridiculous developments and hold up the sensible ones. And in the few cases where they do the right thing, they get smashed by VCAT or the planning minister.’! part of the Asia Pacific mext/duxton group
  • 34. Trust is the key driver for resident’s attitudes and behaviours that make our communities strong and successful. There are as many residents that trust their community as there are residents that don’t and distrust their community. This is hardly a good result considering that the Big 4 banks are trusted by a good majority of their customers. It appears that councils, community organisations and parties are not able to garner their resident’s trust and thus miss out on many opportunities. Practically this means •  much time & money wasted dealing with objections, •  higher spending due to lack of willingness to volunteer and help their community •  Less help from residents in reporting offences and rectify issues •  Loss of local investment and local spending, depleting the local community of funds Comparison of trust in CBA vs respondent’s trust in their local community What does this mean?! ! Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 35. Understanding what residents want to trust for most.
 
 To help clients understand what to focus on most, we apply a special regression methodology.
 It tells us which HuTrust Facets contribute strongest to trusting at this point in time.
 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 36. My Local Community’ HuTrust Drivers! Trust would be most strongly affected if residents could trust their community for having built a strong foundation and to develop well in the future.
 While these are the strongest facets at 6.3 and 6.2 average, they score well below the trust threshold. Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 37. Different age groups need to be engaged differently! When looking at what drives trust in the different age groups, young adults place most importance in being able to trust their community to develop well in the future. Trust in an appealing vision and stability are equal second. Councils should also note that with the 25-34 year olds – the first time property buyers – relationship trust is the second most important trust driver. Base: all respondents, n = 1346 This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 38. An example of regional differences:
 Inner vs. outer east Melbourne part of the Asia Pacific mext/duxton group
  • 39. My Local Community’ HuTrust Profiles
 
 In Melbourne’s outer eastern suburbs trust scores overall seem to be slightly higher, but still stay well below the trust threshold of 7.
 In the inner suburbs trust in a benefit is very low, trending towards distrust.
 In the outer suburbs trust in an appealing vision borders active distrust. 
 Base: inner east Melbourne (n=59), outer east Melbourne (n=54) This  publica,on  and  results  are  copyright  mext  2013.  HuTrust  and  the  6  drivers  of  trust  are  copyright  and  trademark  of  ifm/mext.  Copying  and  publishing  by  any  means  is  not  permiCed   without  express  permission  of  the  copyright  holder  except  as  permiCed  through  the  Australian  copyright  act  and  for  informa,on  purposes.     part of the Asia Pacific mext/duxton group
  • 40. Duxton  Consul>ng  Singapore   Email:  laurenz.koehler@duxton   consul,ng.com   Address:    26  Duxton  Rd.   Singapore  089490   Phone:  +65  6323  3340   Chris>na  Eisenschmid   Email:   chris,na.eisenschmid@psyma.com   Address:  Nymphenburger  Str.  14   80335  Munich   Phone+49  (0)  89  20209610   Concerto  Marke>ng   Suite  250  –  128  Has,ngs  St.  West   Vancouver,  BC  V6B  1G8   t:  604-­‐684-­‐8933   f:  604-­‐684-­‐8934   Who  Group  Australia   M.Dudley     Email:  md@whogroup.com   Level  2,  1  Southbank  Blvd   Southbank  VIC  3006   03  8636  4000   Tred  Interna>onal   Adam  Thorp,  Director   Mobile:  0417  584  599     Phone:  02  9300  6439   www.tredinterna,onal.com   Email:  info@tredinterna,onal.com   Global    contact:   mext  Consul>ng  Australia     Stefan  Grafe,  Managing  Partner  &  HuTrust®  Developer   Stefan.grafe@mextconsul,ng.com     165  Cremorne  Street     Richmond  VIC  3122   +61  3  94285417   For further information and HuTrust® usage, please contact: