Trust Leak Scan™
Every time your customer has to wonder, trust is leaking.
The Trust Leak Scan™ measures the moments where uncertainty enters your customer experience — then ranks them so you know exactly where to start.
Five dimensions
What the scan measures
Each dimension answers one question your customer is quietly asking during every interaction.
Access
Can customers reach a real person who can help?
Reaching someone should not require persistence. Access looks at paths to a capable human, wait experience, and what happens when no one is available.
Clarity
Are expectations and updates easy to understand?
Clarity looks at whether customers know what is happening, what happens next, and when — in language that does not require translation.
Ownership
Does someone clearly take responsibility?
Ownership looks at whether a named person carries the issue forward, or whether the customer becomes the project manager of their own request.
Humanity
Does the experience feel empathetic and respectful?
Humanity looks at tone, acknowledgment, and whether the customer feels handled as a person rather than processed as a ticket.
Completion
Are issues fully resolved and properly closed?
Completion looks at confirmation, follow-up, and whether the loop is closed by the business instead of by the customer checking in again.
The journey
Where trust leaks along the way
Select a moment to see what the customer is experiencing — and why it costs you a follow-up contact.
“Did they get my message?”
No acknowledgment means the customer has to assume. Assumption becomes a second message, then a call, then doubt about the whole business.
Sample results
What your findings look like
The numbers below are an illustrative example only. They are not verified client results.
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Overall Trust Score
Scored out of 100 across five dimensions, with observations behind every number.
Dimension scores
Top three trust leaks
- Ownership disappears at handoff between teams
- No interim update during multi-day resolutions
- Closing language omits timing and next steps
Recommended next steps
- Adopt named ownership language at every handoff
- Introduce a standard interim update cadence
- Train the closing recap across the customer-facing team
Illustrative sample only. Scores shown do not represent any client engagement.
How it works
Five steps to a ranked roadmap
Observe
Experience the journey as your customers do, across the channels they actually use.
Measure
Score the five trust dimensions with consistent, documented criteria.
Identify
Name the specific moments where uncertainty is created.
Prioritize
Rank leaks by customer impact and effort to fix.
Recommend
Deliver a practical roadmap your leadership team can execute.
Schedule My Trust Leak Scan™
Find out exactly where confidence is leaking — and what to fix first.