Global Executives Survey: Trust and Transparency within the Grocery Market

Table Of Contents
1 Introduction
1.1 Definitions
1.2 Methodology and sample size
1.3 Respondent profile
1.4 Canadeans view
1.4.1 With declining consumer trust, organizations are aiming to use social media to their advantage and counter bad publicity caused by social media
2 The majority of industry players believe that consumers have become less trusting of companies and brands over the last five years
2.1 Perception about decline in consumer trust about companies and brands during the last five years
2.1.1 The majority of industry players believe that consumers have become less trusting of companies and brands over the last five years
2.1.2 Overall, 70% of executives operating in North America indicate that consumers have lost confidence in FMCG companies and brands in the last five years
2.1.3 Decline in consumer trust levels towards companies and brands has a larger impact among large companies, compared to small companies
2.2 Causes of depleting consumers trust about brands and companies
2.2.1 Increased awareness about misleading product claims around issues such as "local production" is the primary reason behind depleting consumer trust levels
2.2.2 Executives in North America are significantly more concerned about the negative impact of social media than those in Europe
2.2.3 Over three-quarter of respondents from medium-sized companies view increased awareness about misleading product claims as major confidence deterrent
2.3 Viewpoint on integrity issue
2.3.1 Almost half of executives believe that the integrity of the industry has been bought into question during the last five years
2.3.2 Respondents operating in the Rest of the World are more concerned about doubts cast on integrity as compared to those operating in other regions
2.3.3 The majority of executives from large and small companies indicate that integrity within FMCG industry has not witnessed significant issues in the last five years
2.4 Questionable areas surrounding integrity
2.4.1 Exaggerated health claims, ethicality issues and financial integrity are influencing consumers to question integrity
2.4.2 45% of respondents believe that health concerns are contributing to uncertainty over integrity within the FMCG industry
2.4.3 Overall 58% of industry players who operate in Europe expressed that concerns over exaggerated health claims have raised questions on integrity
2.4.4 The adverse impact of exaggerated health concerns over industry integrity is most concerning to large companies
2.5 Opinion on criticism
2.5.1 The majority of executives communicate that some of the criticism is justified
2.5.2 Regardless of regional classification, the highest percentage of respondents express that some of the blame is justified
2.5.3 Acceptance of criticism is exhibited more by large companies as compared to small and medium-sized companies
3 Overall, 32% of respondents from large companies are very concerned about potential damage to their brand/company by news reports and social media
3.1 Level of impact resulting from negative publicity created by news reports and social media
3.1.1 Industry players are less concerned about their brand/company being brought into disrepute from news reports and social media
3.1.2 Executives who operate in North America are more concerned about the negative impact of news reports and social media, compared to those in other regions
3.1.3 Overall, 32% of respondents from large companies are very concerned about potential damage to their brand/company by news reports and social media
3.2 Effect of news reports on brand/company
3.2.1 Industry players agree that news stories have helped in enhancing the reputation of their brand/company and will continue to do so
3.2.2 Over one-third of respondents agree that newspapers often deliberately exaggerate claims when reporting on industry for sensationalism purposes
3.2.3 The majority of FMCG industry executives strongly disagree or disagree that there is no such thing as bad publicity
3.2.4 Respondents who operate in North America are more cautious whenever a news source run a story on their industry as compared to those operating in Europe
3.2.5 The highest percentage of executives operating in Asia-Pacific and the Rest of the World state that newspapers deliberately exaggerate claims for sensationalism
3.2.6 Large companies are more wary than medium-sized companies whenever news sources run a story on their industry
3.2.7 65% of respondents from small companies state that news stories have helped in enhancing the reputation of their brand/ company and will continue to do so
4 Three-quarters of industry players identify social media as a positive tool that can help to enhance a companys reputation
4.1 Organizations perspective towards social media usage
4.1.1 Three-quarters of industry players identify social media as a positive tool that can help to enhance a companys reputation
4.1.2 The majority of executives agree that social media can help in distributing information to a larger customer base in an effective manner
4.1.3 Overall, 62% of respondents agree or strongly agree that lack of social media is unfavorable for a brand/company
4.1.4 Industry players highlight that faster communication through social media can cause escalation in online PR disasters
4.1.5 52% of respondents agree that social media helps in strengthening and building relationship between and brands and consumers thus improving trust issues
4.1.6 The highest percentage of industry players who operate in North America and Europe indicate that trust/health issues are easily inflated on social media
4.1.7 Over two-third of executives operating in Asia-Pacific state that social media helps in building a relationship between brands and consumers
4.1.8 Increase in online PR disasters due to fast pace of social media is indicated more by large companies as compared to medium-sized companies
4.1.9 Overall, 84% of respondents from small companies highlight that social media is positive for information distribution
4.2 Status of contingency plans to deal with negative publicity through social media and newspapers
4.2.1 The highest percentage of executives state that their companies have emergency plans to deal with unwanted large scale publicity through social media
4.2.2 The majority of respondents operating in the Rest of the World highlight absence of emergency plans to deal with bad publicity via social media and newspapers
4.2.3 Large companies are more prepared than small and medium-sized companies when it comes to handling unwanted, large scale publicity via social media
4.2.4 Organizations views about the issues of trust and transparency in the FMCG industry -1
4.2.5 Organizations views about the issues of trust and transparency in the FMCG industry -2
5 Appendix
List Of Tables
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List Of Figures
Figure 1: Profile of Respondents
Figure 2: Canadeans view
Figure 3: Opinion on consumers falling trust levels about companies and brands - Overall
Figure 4: Opinion on consumers falling trust levels about companies and brands - By region
Figure 5: Opinion on consumers falling trust levels about companies and brands - By size of business
Figure 6: Reasons behind falling confidence levels among consumers about brands and companies during the last five years - Overall
Figure 7: Reasons behind falling confidence levels among consumers about brands and companies during the last five years - Top four responses by region
Figure 8: Reasons behind falling confidence levels among consumers about brands and companies during the last five years - Top four responses by size of business
Figure 9: Opinion on integrity - Overall
Figure 10: Opinion on integrity - By region
Figure 11: Anticipated Variation in Consumer Confidence - Region - H2 2015-H1 2015
Figure 12: Concern areas for industry integrity - Analysis of responses for statements "Concerns over health claims e.g. have been exaggerated", "Issues surrounding ethicality e.g. importing of certain ingredients/ products from certain countries" and "Financial integrity e.g. amount of tax paid"
Figure 13: Concern areas for industry integrity - Analysis of response for statement "Concerns over health e.g. types of products stocked"
Figure 14: Concern areas for industry integrity - Analysis of top four responses by region
Figure 15: Concern areas for industry integrity - Analysis of top four responses by size of business
Figure 16: Criticism evaluation - Overall
Figure 17: Criticism evaluation - By region
Figure 18: Criticism evaluation - By size of business
Figure 19: Level of concern about bad publicity through social media - Overall
Figure 20: Level of concern about bad publicity through social media - By region
Figure 21: Level of concern about bad publicity through social media - By size of business
Figure 22: Expected impact of news reports on brand/company - Analysis of response for statement "News stories have helped enhanced the reputation of my brand/ company and will continue to do so"
Figure 23: Expected impact of news reports on brand/company - Analysis of response for statements "I am wary whenever news sources run a story on my industry" and "Sources such as Newspapers often deliberately exaggerate claims when reporting on my industry for sensationalism purposes"
Figure 24: Expected impact of news reports on brand/company - Analysis of response for statement "There is no such thing as bad publicity"
Figure 25: Expected impact of news reports on brand/company - Analysis of responses by region (North America and Europe) who "strongly agree" or "agree"
Figure 26: Expected impact of news reports on brand/company - Analysis of responses by region (Asia-Pacific and Rest of the World) who "strongly agree" or "agree"
Figure 27: Expected impact of news reports on brand/company - Analysis of responses by size of business (Large companies and Medium-sized companies) who "strongly agree" or "agree"
Figure 28: Expected impact of news reports on brand/company - Analysis of responses by size of business (Small companies) who "strongly agree" or "agree"
Figure 29: Organizations viewpoint towards social media usage - Overall
Figure 30: Organizations viewpoint towards social media usage - Analysis of responses for statement "It is a good thing for the distribution of information"
Figure 31: Organizations viewpoint towards social media usage - Analysis of responses for statement "Analysis of responses for statement "A lack of social media presence is detrimental to a brand/ company"
Figure 32: Organizations viewpoint towards social media usage - Analysis of responses for statement "Analysis of responses for statement "The lightning pace nature of social media will mean a rise in online PR disasters"
Figure 33: Organizations viewpoint towards social media usage - Analysis of responses for statement "Analysis of responses for statements "Social media helps build a relationship between brands and consumers which will help alleviate trust issues" and "Trust/ health issues are easily inflated on social media"
Figure 34: Organizations viewpoint towards social media usage - Analysis of responses by region (North America and Europe) who "strongly agree" and "agree"
Figure 35: Organizations viewpoint towards social media usage - Analysis of responses by region (Asia-Pacific and Rest of the World) who "strongly agree" and "agree"
Figure 36: Organizations viewpoint towards social media usage - Analysis of responses by size of business (Large companies and Medium-sized companies) who "strongly agree" and "agree"
Figure 37: Organizations viewpoint towards social media usage - Analysis of responses by size of business (Small companies) who "strongly agree" and "agree"
Figure 38: Status of emergency strategy to counter bad publicity from social media and newspapers - Overall
Figure 39: Status of emergency strategy to counter bad publicity from social media and newspapers - By region
Figure 40: Status of emergency strategy to counter bad publicity from social media and newspapers - By size of business
Figure 41: Organizations views - Part-1
Figure 42: Organizations views - Part-2

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