Sophia King
Sophia King 24 February 2020

Consumers Reveal Their Most (And Least) Trusted Marketing Channels

"What makes you likely to recommend a brand?" We recently asked UK consumers that very question (and nine others). Then we took their answers - some expected, others more surprising - analysed them, and created this, our Customer Advocacy Research Report 2020.

It makes for an interesting read (even if we do say so ourselves).

Topics include:

  • The most trusted source of brand recommendations
  • What makes brands likely (and unlikely) to be recommended
  • How to encourage customers to return

Here are some of the highlights*.

Consumers want brands they can trust

Bad news for marketers hoping to lure in consumers with jazzy adverts and catchy slogans. Trust is more important than ever for consumers, most of whom are savvy and do their research before spending hard-earned cash.

But if your business provides a great product and strong service, this presents good news. More and more people are recommending brands - 37% have done so in the past month, rising to 63% over the past four months. Our research suggests that rather than investing in expensive traditional and digital marketing channels, you’re more likely to see a return on your money with a referral programme that tracks and incentivises word-of-mouth about your brand. 

The most trusted source of brand advertising

Drum roll, please… for the third consecutive year, recommendations from friends and family are the most trusted source of advertising for UK consumers. 

28% of consumers trust a friend’s referral more than anyone else, rising to 51% when considering partners, too. On the flip side, 41% are unlikely to recommend a brand their friends or family have advised against. 

Interestingly, consumer trust in partner’s recommendations significantly varies between genders. Turns out women aren’t quite as trusting as their male counterparts.Screenshot 2020-01-23 at 16.15.00

The key traits of recommended brands

And the least trusted source 

If your brand’s marketing strategy relies heavily on celebrity and bloggers endorsements, it's time for a rethink. 

Trust in influencer endorsements remains extremely low. Having said that, they’re not the least trusted source of advertising. That’s politicians - just 1% of people trust their brand recommendations. Looks like we won’t be heading out to get Boris’s favourite haircare product anytime soon, then.

The traits that make a brand likely to be recommended

The top two attributes of referrable brands have swapped positions but remain unchanged from last year: ‘being trustworthy/credible’ and ‘great customer service’. 

And, in good news for your bottom line, discounts are no longer in the top three most referrable traits. 

The most referrable sectors

Regardless of age, gender or geography, consumers are in agreement about the sectors they’re most likely to recommend. 

The top three referrable sectors are:

  • Food and drink (75%)
  • Holidays and travel (63%) 
  • Technology (52%) 

Finance brands have enjoyed the sharpest increase in likelihood to be referred, and subscriptions are also high on the list (although there is one age group unlikely to recommend businesses in this sector). 

The importance of brand ethics

Last year, we highlighted consumers’ increasing awareness of sustainability and social responsibility, and how this influences the brands they choose to shop with.

In 2020, brand ethics are even more important.

Factors like paying workers a fair wage, being environmentally friendly, and hiring locally are all points of consideration. Interestingly, there are clear differences in attitude between age groups. 

How likely is your brand to be referred?

In our uncertain economic and political climate, there's plenty to consider when choosing which brands to shop with and recommend to others.

There's price: am I getting good value for money? What's the competition charging?

There are ethics: who's been involved in making this product? Does the brand live up to its values?

There's customer service: am I talking to a real person who understands my requirements? Do they genuinely seem to care about my experience?

But above all this, there's our friends' recommendations.

As trust in other forms of marketing continues to decline, your happy customers are the key to unlocking long-term sustainable growth. And we know exactly how to make that happen.

Please login or register to add a comment.

Contribute Now!

Loving our articles? Do you have an insightful post that you want to shout about? Well, you've come to the right place! We are always looking for fresh Doughnuts to be a part of our community.

Popular Articles

See all
7 reasons why social media marketing is important for your business

7 reasons why social media marketing is important for your business

Social media is quickly becoming one of the most important aspects of digital marketing, which provides incredible benefits that help reach millions of customers worldwide. And if you are not applying this profitable...

Sharron Nelson
Sharron Nelson 6 February 2018
Read more
Top 10 B2B Platforms to Help your Business Grow Worldwide

Top 10 B2B Platforms to Help your Business Grow Worldwide

Although the trend of a Business to Business portal is not new but the evolution of technology has indeed changed the way they function. Additional digital trading features and branding has taken the place of...

Salman Sharif
Salman Sharif 7 July 2017
Read more
The 3 Most Important Stages In Your Presentation

The 3 Most Important Stages In Your Presentation

If you want to deliver a presentation on a particular topic and you have to prepare yourself for it you should make sure that you go through several very important stages in order to craft a compelling, persuasive and...

Nicky Nikolaev
Nicky Nikolaev 16 February 2016
Read more
Why Traditional Christmas Marketing Plans Have Been Ripped up for Good

Why Traditional Christmas Marketing Plans Have Been Ripped up for Good

There’s always been that sense that you shouldn’t start Christmas adverting too early; that there’s a time and a place when it’s ok to utter the c-word for the first time each year. It’s traditionally been when John...

Charlotte Beech
Charlotte Beech 15 November 2021
Read more
What Design Features Does Your Ecommerce Portal Lack in 2021?

What Design Features Does Your Ecommerce Portal Lack in 2021?

If you want to update your ecommerce portal design, study this guide to find out about top features for 2021 and make your portal more advanced.

Roman Davydov
Roman Davydov 9 November 2021
Read more