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The Edelman Trust Barometer 2015 Global & Indonesia Results

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This optimism was captured in the results of this year’s Edelman Trust Barometer. This is the firm’s 15th annual global trust and credibility survey and the 7th year it has been conducted in Indonesia. The survey looks at trust across business, government, media and NGOs. The research surveyed 1,000 people from the general public in Indonesia, plus an additional 200 ‘informed public’ (top quartile income, college educated and self-identifying as active media consumers); as part of the overall 33,000 people surveyed in 27 countries.

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The Edelman Trust Barometer 2015 Global & Indonesia Results

  1. 1. 2015 EDELMAN TRUST BAROMETER GLOBAL RESULTS
  2. 2. 2 EDELMAN’S 15th Annual TRUST BAROMETER METHODOLOGY Informed Public • 500 respondents in U.S. and China, and 200 in other countries • Ages 25-64 • College-educated • In top 25% of household income per age group in each country • Report significant media consumption and engagement in business news and public policy • 15 years of data General Online Population • 1,000 respondents per country surveyed • Ages 18+ • 4 years in 25+ markets Online Survey in 27 Countries • 33,000 respondents • 7 years in 20+ markets • 10 years in 10+ markets
  3. 3. 3 TRUST IN THE FOUR INSTITUTIONS OF GOVERNMENT, BUSINESS, MEDIA AND NGOS, 2014 VS. 2015 Q11-14. [TRACKING] Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) Informed Publics in 27-country global total. THE EVAPORATION OF TRUST: NGOS, BUSINESS, MEDIA ALL DECLINE BUSINESS 66% 63% 2014 2015 #1 53% 51% 2014 2015 #3 59% 57% 2014 2015 #2 45% 48% 2014 2015 #4 GOVERNMENTMEDIA NGOS Informed Public
  4. 4. 4 THE NEW TRUST DEFICIT: TRUSTERSNEUTRALDISTRUSTERS 2015 GLOBAL 55 Italy 48 S. Africa 48 Hong Kong 47 S. Korea 47 U.K. 46 Argentina 45 Poland 45 Russia 45 Spain 45 Sweden 45 Turkey 40 Ireland 37 Japan 37 UAE 84 India 79 Indonesia 78 China 75 Singapore 65 Netherlands 64 Brazil 59 Mexico 59 Malaysia 56 Canada 53 Australia 52 France 52 U.S. 52 Germany 50 Informed Public The Trust Index is an average of a country’s trust in the institutions of government, business, media and NGOs. 27-country global total.
  5. 5. 5 DEFICIT NEARLY 10 POINTS LOWER AMONG GENERAL POPULATION, WITH AN AVERAGE 3 POINT DECREASE IN TRUST ACROSS ALL COUNTRIES THE NEW TRUST DEFICIT: TRUSTERSNEUTRALDISTRUSTERS 2015 GLOBAL 55 2015 GLOBAL 46 Italy 48 S. Africa 48 Hong Kong 47 S. Korea 47 U.K. 46 Argentina 45 Poland 45 Russia 45 Spain 45 Sweden 45 Turkey 40 Ireland 37 Japan 37 UAE 84 India 79 Indonesia 78 China 75 Singapore 65 Netherlands 64 Brazil 59 Mexico 59 Malaysia 56 Canada 53 Australia 52 France 52 U.S. 52 Germany 50 India 68 UAE 68 Indonesia 67 China 63 Singapore 60 Malaysia 53 Canada 52 Netherlands 52 Mexico 51 Brazil 50 Hong Kong 47 U.S. 44 Argentina 43 Australia 42 Germany 42 Italy 42 S. Africa 42 Russia 40 U.K. 39 France 38 S. Korea 38 Sweden 37 Poland 36 Spain 36 Turkey 35 Japan 34 Ireland 32 Nearly 2/3 of countries are now DISTRUSTERS among the General Online Population But not Indonesia… Informed Public General Population The Trust Index is an average of a country’s trust in the institutions of government, business, media and NGOs. 27-country global total.
  6. 6. 6 Lower/Equal Trust in 19 CountriesIncreased Trust in 8 Countries 50% TRUST IN NGOS, 2014 VS. 2015 Q11-14. [NGOs IN GENERAL] Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale where one means that you “do not trust them at all” and nine means that you “trust them a great deal.“ (Top 4 Box, Trust) Informed Publics, 27-country global total. TRUST IN NGOS: STILL MOST TRUSTED BUT NOW WANING 2014 2015 Informed Public % Trust 66 76 73 64 62 61 62 59 47 75 74 84 76 76 70 75 67 70 77 67 66 69 58 67 58 41 47 37 63 81 77 71 70 65 64 63 58 74 73 72 71 71 68 67 67 66 63 62 61 59 57 51 48 38 37 29
  7. 7. 7 Lower/Equal Trust in 15 CountriesIncreased Trust in 12 Countries 50% TRUST IN MEDIA, 2014 VS. 2015 TRUST IN MEDIA: 60% OF COUNTRIES DISTRUST MEDIA 2014 2015 Informed Public Q11-14. [MEDIA IN GENERAL] Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) Informed Publics, 27-country global total. % Trust 53 78 70 71 60 45 48 40 40 35 42 30 19 79 70 61 63 55 58 59 54 48 63 54 41 44 37 40 51 80 79 76 62 51 50 48 47 44 43 42 20 77 59 57 56 52 47 46 45 43 41 40 38 34 34 31
  8. 8. 8 67% 63% 65% 62% 52% 50% 53% 53% 45% 43% 45% 48% 62% 60% 63% 64% 43% 42% 44% 47% 2012 2013 2014 2015 Q178-182. When looking for general news and information, how much would you trust each type of source for general news and information? Please use a nine-point scale where one means that you “do not trust it at all” and nine means that you “trust it a great deal.” (Top 4 Box, Trust) Informed Publics, 20-country global total. TRUST IN EACH SOURCE FOR GENERAL NEWS AND INFORMATION MEDIA SOURCES: SEARCH ENGINES NOW MOST TRUSTED Online Search Engines 72% (+8) Traditional Media 64% (+2) Hybrid Media 63% (+10) Social Media 59% (+11) Owned Media 57% (+10) Informed Public Millennials Are Even More Trusting of Digital Media
  9. 9. 9 FOUR KEY FACTORS AFFECT TRUST IN BUSINESS COUNTRY OF ORIGIN INDUSTRY SECTOR LEADERSHIP ENTERPRISE TYPE BUSINESS All are showing similar patterns of a post-recovery increase in trust, followed by new declines in the last 12 – 18 months
  10. 10. 10 50% 80% 77% 72% 66% 67% 66% 63% 64% 61% 61% 61% 57% 53% 54% 52% 78% 75% 71% 67% 67% 66% 63% 63% 61% 60% 60% 57% 54% 53% 51% TRUST IN INDUSTRIES 2014 VS 2015, DECLINES COMPARED TO 2014 INDUSTRY SECTORS: TECHNOLOGY-BASED INDUSTRIES DECLINE Informed Public Q43-60. [TRACKING] Please indicate how much you trust businesses in each of the following industries to do what is right. Again please use the same nine-point scale where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) Informed Publics, 27-country global total. 2014 2015 More Trust Less Trust 70% 74% 67% *% of countries in which trust decreased * * *
  11. 11. 11 TRUST IN COMPANIES WITH HEADQUARTERS IN DEVELOPED (U.S., U.K., GERMANY, FRANCE, JAPAN) VS. DEVELOPING COUNTRIES (CHINA, INDIA, RUSSIA, MEXICO, BRAZIL) Q26-Q42. [TRACKING] Now we would like to focus on global companies headquartered in specific countries. Please indicate how much you trust global companies headquartered in the following countries to do what is right. Use the same nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) Informed Publics, 27-country global total. COUNTRY OF ORIGIN: DEVELOPING COUNTRY MULTINATIONALS CHALLENGED Company’s Country of Origin Type of Market Percent in Market Who Trust the Company DEVELOPING Country Multinational Doing Business… … in a Developing Country 57% … in a Developed Country 22% DEVELOPED Country Multinational Doing Business… … in a Developing Country 77% … in a Developed Country 58% Informed Public
  12. 12. 12 44% 45% 72% 64% 75% 69% TRUST IN DIFFERENT TYPES OF BUSINESS, DEVELOPED (U.S., U.K., GERMANY, FRANCE, JAPAN) VS. DEVELOPING COUNTRIES (CHINA, INDIA, RUSSIA, MEXICO, BRAZIL) ENTERPRISE TYPE: DEVELOPING COUNTRIES MORE OPEN TO BIG BUSINESS Informed Public Q15-17C. Thinking about different types of businesses, please indicate how much you trust each type of business to do what is right using a nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) Informed Publics, 27-country global total. Edelman’s 2014 Summer Trust Supplement found that, in most emerging markets, large family-owned businesses were the most trusted company type, whereas small family- owned businesses were significantly less trusted. Note that this distinction between large and small family-owned companies used for the Summer Report makes direct comparisons with the 2015 Barometer not possible. DEVELOPED COUNTRIES DEVELOPING COUNTRIES State-owned Big Business Family-ownedState-owned Big Business Family-owned
  13. 13. TRUST AND INNOVATION IN BUSINESS
  14. 14. 14 THE PACE OF DEVELOPMENT AND CHANGE IN BUSINESS AND INDUSTRY TODAY IS… Q349-351. Below are a number of statements. For each, please think about the pace of development and change in business and industry today and select the response that most accurately represents your opinion. (Not Enough, Too Much) Informed Publics, 27-country global total. TRUST IN BUSINESS INNOVATION: PACE IS TOO FAST BY A 2-TO-1 MARGIN 51% Too Fast28% Too Slow Informed Public 19% Just Right
  15. 15. 15 24% 30% 35% 54% 66% 70% Make the World a Better Place Improve People's Lives Personal Ambition Greed/Money Business Growth Targets Technology DRIVERS OF CHANGE IN BUSINESS AND INDUSTRY TODAY ARE PERCEIVED TO BE: INNOVATIONS PERCEIVED AS DRIVEN BY TECHNOLOGY, BUSINESS TARGETS AND GREED/MONEY Informed Public Q353. From the list below, what do you believe are the top three drivers of change in business and industry today? Informed Publics, 27-country global total.
  16. 16. 16 25 35 45 55 65 75 85 95 25% 35% 45% 55% 65% 75% 85% TRUSTININSTITUTIONS(TRUSTINDEX) TRUST IN RECENT BUSINESS INNOVATIONS (AVERAGE) Data from Table 574 RELATIONSHIP OF TRUST IN INSTITUTIONS (TRUST INDEX) AND AVERAGE TRUST IN RECENT BUSINESS DEVELOPMENTS Q355-359. Below are a number of recent developments in business and industry. To what degree do you trust each of these recent developments? Informed Publics, 27-country global total. Q11-14. Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale, where one means that you do not trust them at all and nine means that you trust them a great deal. Informed Publics, 27-country global total. TRUST AND BUSINESS INNOVATION: HIGHER TRUST CREATES THE OPPORTUNITY FOR FASTER INNOVATION UAE IND BRA MAL SING MEX GLOBAL US ARG ITA S.KO NETH GER JAP FRA CAN AUS SWE IRE TUR POL S.AF HK SPA U.K. Informed Public RUS INDO CHI
  17. 17. 2015 EDELMAN TRUST BAROMETERINDONESIA RESULTS
  18. 18. 18 TRUST IN THE FOUR INSTITUTIONS OF GOVERNMENT, BUSINESS, MEDIA AND NGOS IN INDONESIA, 2014 VS. 2015 Q11-14. [TRACKING] Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box Trust) General Population in Indonesia. PEAK JOKOWI? THE FRAGILITY OF TRUST BUSINESS GOVERNMENT MEDIA NGOS 62% 64% 2014 2015 #3 69% 68% 2014 2015 #2 68% 70% 2014 2015 #1 49% 65% 2014 2015 #4 General Population THE BIG CHANGE: Trust among Indonesian’s towards “government in general” has rocketed with a 16% increase
  19. 19. PG 19 56% 49% 2014 2015 #3 GOVERNMENT GOVERNMENT 53% 82% 2014 2015 #1 53% 72% 2014 2015 #2GOVERNMENT TRUST IN GOVERNMENT IN INDONESIA AND INDIA VS. AUSTRALIA AND JAPAN Q11-14. [TRACKING] Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box Trust) Informed Publics. THE EFFECT OF AN ELECTION GOVERNMENT Informed Public 45% 40% 2014 2015 #4
  20. 20. 20 4 YEAR OVERVIEW: TRUST IN INSTITUTIONS TRUST IN THE FOUR INSTITUTIONS OF GOVERNMENT, BUSINESS, MEDIA AND NGOS IN INDONESIA, FROM 2012-2015 Q11-14. [TRACKING] Below is a list of institutions. For each one, please indicate how much you trust that institution to do what is right using a nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box Trust) General Publics in Indonesia. 0% 10% 20% 30% 40% 50% 60% 70% 80% 2012 2013 2014 2015 NON-GOVERNMENTAL ORGANIZATIONS BUSINESS IN GENERAL MEDIA IN GENERAL GOVERNMENT IN GENERAL General Population
  21. 21. 21 Q178-182. When looking for general news and information, how much would you trust each type of source for general news and information? Please use a nine-point scale where one means that you “do not trust it at all” and nine means that you “trust it a great deal.” (Top 4 Box, Trust) General Population, in Indonesia. TRUST IN EACH SOURCE FOR GENERAL NEWS AND INFORMATION IN INDONESIA MEDIA SOURCES 75% 75% 77% 72% 69% 71% 72% 69% 69% 68% 69% 71% 78% 76% 80% 80% 62% 67% 69% 67% 2012 2013 2014 2015 Traditional Media Online Search Engines Social Media Hybrid Media Owned Media General Population THE BIG CHANGE: A 5% decline in trust towards media
  22. 22. 22 TRUST IN INFORMATION CREATED BY EACH AUTHOR ON SOCIAL NETWORKING SITES, CONTENT SHARING SITES AND ONLINE-ONLY INFORMATION SOURCES IN INDONESIA MEDIA SOURCES TELEVISIONNEWSPAPERS ONLINE SEARCH The First Source for General Information The First Source for Breaking News Source Used Most to Confirm/Validate News Q183. On a typical day, what is the first source that you go to for general information about business? Informed Publics, General Population, in Indonesia. Q184. What is the first source you go to for breaking news about business? General Population, in Indonesia. Q185. Which of the following sources do you turn to MOST often to confirm/validate information on breaking news about business? General Population, in Indonesia. 23% 19% 15% 30% 26% 23% 31% 33% 36% 2013 2014 2015 13% 14% 11% 17% 15% 17% 46% 50% 47% 2013 2014 2015 25% 24% 18% 26% 21% 24% 27% 31% 29% 2013 2014 2015 General Population Online search now used as the first source for general information, breaking news and the source used to validate news with declines for traditional newspapers – mirroring the global trend
  23. 23. 23 44% 51% 63% State-owned Big Business Family-owned GLOBAL INDONESIA TRUST IN DIFFERENT TYPES OF BUSINESS, GLOBAL VS. INDONESIA ENTERPRISE TYPE 66% 74% 70% State-owned Big Business Family-owned Q15-17C. Thinking about different types of businesses, please indicate how much you trust each type of business to do what is right using a nine-point scale, where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) General Population, in Indonesia and 27-country global total. General Population THE DIFFERENECE: Big business is much more trusted in Indonesia than the global average. Business continues to play a central and trusted role in Indonesian society
  24. 24. 24 Q387-396. Thinking about the information you consume on social networking sites, such as Facebook, MySpace, LinkedIn, Meebo, Orkut, Qzone, RenRen, how much do you trust the information posted from each of the following authors or content creators? (Top 4 Box, Trust) Informed Publics, in Indonesia. Q397-406. Thinking about the information you consume on content sharing sites, such as YouTube, how much do you trust the information posted from each of the following authors or content creators? Informed Publics, in Indonesia. Q407 - 415 Thinking about the information you consume on online-only news and information sources, such as The Huffington Post, Buzzfeed, Techcrunch, etc., how much do you trust the information posted from each of the following authors or content creators? Informed Publics, in Indonesia. 53% 58% 64% 67% 74% 75% 80% 80% 85% 89% Celebrities Brands I don’t use Elected officials Employees of a company A well-known online personality A company CEO A journalist Companies I use My friends and family An academic expert Informed PublicACADEMIC EXPERTS ARE THE MOST TRUSTED CONTENT CREATORS FOLLOWED BY FRIENDS AND FAMILY, COMPANIES AND JOURNALISTS. CELEBRITIES ARE THE LEAST TRUSTED. TRUSTED NEUTRAL CONTENT CREATORS This question looks at trust in information created by each author on social networking sites, content sharing sites and online-only information sources in Indonesia As well as the top four, we also see high trust towards CEOs in Indonesia, further demonstrating Indonesians positivity towards business, but also an opportunity for business leaders to lead in shaping the national conversation
  25. 25. PG 25 Q130-143. [TRACKING] Below is a list of people. In general, when forming an opinion of a company, if you heard information about a company from each person, how credible would the information be—extremely credible, very credible, somewhat credible, or not credible at all? (Top 2 Box, Very/Extremely Credible) Informed Publics, Indonesia. 70% 76% 66% 62% 58% 54% 53% 31% 34% 42% 30% 75% 75% 71% 65% 57% 56% 49% 40% 38% 33% 32% Academic or Industry Expert Company Technical Expert A Person Like Yourself Financial or Industry Analyst Entrepreneur CEO Board of Directors Government Official or Regulator NGO Representative Regular Employee Blogger 2014 2015 More Trust Less Trust MOST TRUSTED SPOKESPEOPLE Notable changes year on year show a 9% trust rise for government officials and an interesting 9% drop in trust for regular employees… Informed PublicWHEN LOOKING AT THE CREDIBILITY OF SPOKESPEOPLE, ACADEMIC OR INDUSTRY EXPERTS AND COMPANY TECHNICAL EXPERTS ARE THE MOST TRUSTED.
  26. 26. 26 31% 40% 50% 38% 43% 43% 41% 38% 53% 50% 47% 55% 54% 56% 50% Global Indonesia has significantly more trust in CEOs than the global average, with a 15% lead. CEOs are seen as credible and trusted spokespeople in Indonesia LEADERSHIP Indonesia Informed Public Q130-143. [TRACKING] Below is a list of people. In general, when forming an opinion of a company, if you heard information about a company from each person, how credible would the information be--extremely credible, very credible, somewhat credible, or not credible at all? (Top 2 Box, Trust) Informed Publics, 20-country global total and Indonesia. 2009 2010 2011 2013 20142012 2015 CREDIBILITY AS A SPOKESPERSON, GLOBAL VS. INDONESIA
  27. 27. 27 50% 88% 85% 83% 83% 81% 78% 74% 74% 66% 75% 71% 70% 71% 63% 33% 86% 85% 82% 81% 78% 78% 75% 75% 72% 72% 72% 71% 70% 64% 32% TRUST IN INDUSTRIES 2014 VS 2015, INDONESIA INDUSTRY SECTORS Q43-60. [TRACKING] Please indicate how much you trust businesses in each of the following industries to do what is right. Again please use the same nine-point scale where one means that you “do not trust them at all” and nine means that you “trust them a great deal.” (Top 4 Box, Trust) General Population, 27-country global total. 2014 2015 More Trust Less Trust General Population Technology, Automotive and Telecommunications are the highest trusted industry sectors in Indonesia, but all rank above 50% trust. The only exception is Brewing and Spirits, which suffers a trust deficit in Indonesia The results are largely unchanged year on year, apart from for Consumer Health Companies which see a 6% rise
  28. 28. 28 TRUST IN SUB-SECTORS, INDONESIA FINANCIAL SERVICES Q61A-64A. [SPLIT SAMPLE] Now thinking about specific sectors within the Financial Services industry, please indicate how much you trust businesses in each of the following sectors to do what is right. Again, please use the same 9-point scale where one means that you “do not trust them at all” and nine means that you “trust them a great deal”. General Population, Indonesia. General Population Trust in the financial sectors in Indonesia has increased year on year. Trust in the industry is generally high, with banks the most trusted and insurance remaining the least, but all have an above 50% trust rating 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Financial services Industry BANKS FINANCIAL ADVISORY/ASSET MANAGEMENT CREDIT CARDS/PAYMENTS INSURANCE 2014 2015
  29. 29. BUILDING TRUST
  30. 30. 2015 EDELMAN TRUST BAROMETER GLOBAL RESULTS 011315| PG 30 26% 25% 25% 22% 26% 26% 28% 30% 33% 28% 28% 31% 31% 28% 29% 29% 35% 35% 38% 34% 45% 44% 50% 41% 58% 50% 54% 57% 57% 54% 54% 55% Delivers Consistent Financial Returns To Investors Ranks On A Global List Of Top Companies, Such As Best To Work For Or Most Admired Has Highly-Regarded And Widely Admired Top Leadership Partners With NGOs, Government And Third Parties To Address Societal Issues Addresses Society'S Needs In Its Everyday Business Creates Programs That Positively Impact The Local Community Works To Protect And Improve The Environment Is An Innovator Of New Products, Services Or Ideas Offers High Quality Products Or Services Communicates Frequently And Honestly On The State Of Its Business Places Customers Ahead Of Profits Listens To Customer Needs And Feedback Treats Employees Well Has Transparent And Open Business Practices Takes Responsible Actions To Address An Issue Or A Crisis Has Ethical Business Practices TRUST BUILDING ATTRIBUTES – GLOBAL BUSINESS IMPORTANCE VS. COMPANY PERFORMANCE OPERATIONS PURPOSE PRODUCTS INTEGRITY ENGAGEMENT Gap -26 -25 -26 -26 -26 -26 -22 -25 -11 -22 -18 -19 -12 -13 -10 -9 Q80-Q95. [TRACKING] How important is each of the following actions to building your TRUST in a company? Use a nine-point scale where one means that action is “not at all important to building your trust” and nine means it is “extremely important to building your trust” in a company. General Population, 27 Country Global Total. Q114-129. Please rate businesses in general on how well you think they are performing on each of the following attributes. Use a 9-point scale where one means they are "performing extremely poorly" and nine means they are "performing extremely well“. General Population, 27 Country Global Total. *Excludes don’t know responses General Population GLOBALLY, HIGH QUALITY PRODUCTS FOLLOWED BY TREATS EMPLOYEES WELL AND LISTENS TO CUSTOMERS ARE RANKED AS MOST IMPORTANT 1 2 2 3
  31. 31. 2015 EDELMAN TRUST BAROMETER GLOBAL RESULTS 011315| PG 31 37% 38% 31% 35% 41% 42% 43% 41% 48% 41% 40% 44% 44% 41% 41% 42% 46% 44% 36% 43% 57% 58% 59% 52% 63% 57% 57% 60% 59% 56% 58% 58% Delivers Consistent Financial Returns To Investors Ranks On A Global List Of Top Companies, Such As Best To Work For Or Most Admired Has Highly-Regarded And Widely Admired Top Leadership Partners With NGOs, Government And Third Parties To Address Societal Issues Addresses Society'S Needs In Its Everyday Business Creates Programs That Positively Impact The Local Community Works To Protect And Improve The Environment Is An Innovator Of New Products, Services Or Ideas Offers High Quality Products Or Services Communicates Frequently And Honestly On The State Of Its Business Places Customers Ahead Of Profits Listens To Customer Needs And Feedback Treats Employees Well Has Transparent And Open Business Practices Takes Responsible Actions To Address An Issue Or A Crisis Has Ethical Business Practices TRUST BUILDING ATTRIBUTES – INDONESIA BUSINESS IMPORTANCE VS. COMPANY PERFORMANCE OPERATIONS PURPOSE PRODUCTS INTEGRITY ENGAGEMENT Gap -16 -17 -15 -15 -16 -17 -16 -15 -11 -16 -16 -16 -8 -5 -6 -9 Q80-Q95. [TRACKING] How important is each of the following actions to building your TRUST in a company? Use a nine-point scale where one means that action is “not at all important to building your trust” and nine means it is “extremely important to building your trust” in a company. General Population in Indonesia. Q114-129. Please rate businesses in general on how well you think they are performing on each of the following attributes. Use a 9-point scale where one means they are "performing extremely poorly" and nine means they are "performing extremely well". General Population in Indonesia. *Excludes don’t know responses General Population IN INDONESIA, HIGH QUALITY PRODUCTS FOLLOWED BY LISTENS TO CUSTOMERS, TREATS EMPLOYEES WELL AND WORKS TO PROTECT THE ENVIRONMENT ARE THE MOST IMPORTANT 1 2 3 3
  32. 32. CONTACT Stephen Lock, CEO Edelman Indonesia & Head of Public Affairs, Southeast Asia Email: Stephen.Lock@edelman.com Phone: +62 21 721 59000

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