Deloitte study: Executives Overestimate customer trust in supply chains
Supply chain executives significantly overestimate stakeholder trust in their supply chain capabilities and intentions, according to a new Deloitte Insights survey report titled "Is your supply chain trustworthy?" Of more than 1,000 executives from large global organizations surveyed, 89% on average who self-identified as leading suppliers said customers trust their supply chain operations, compared to just 68% on average of roughly 500 customers who said the same.
In looking more closely at the divide between executives self-identifying as leading suppliers versus customer perceptions of supplier trust, the gap was highest when measuring reliability in supply chains (25% gap; leading suppliers = 90%, customers = 65%), followed by humanity (e.g., treating workers, customers and other partners fairly and with respect; 24% gap, leading suppliers = 91%, customers = 67%), transparency (22% gap; leading suppliers = 85%, customers = 63%) and capability (e.g., ability to maintain operational consistency; 16% gap, leading suppliers = 91%, customers = 75%).
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