Today’s consumers are under pressure. They are spending more cautiously, buying less, and thinking harder about every purchase. But their expectations of retailers remain high.
That gap is where trust breaks.
When prices feel unfair, policies feel rigid, or returns become difficult, shoppers do not see behind the scenes constraints. They see broken promises.
This study examines how that Consumer Trust Gap is forming, why returns have become a defining moment of trust, and what retailers can do to protect loyalty and profitability in a tighter margin environment.
Download the full report to learn:
- What the Consumer Trust Gap is and why it’s accelerating now
- How returns have shifted from a cost center to a trust signal
- Where small moments of friction cause outsized trust loss
- How leading retailers are rebuilding trust while managing risk
