Measuring Trust in the Marketplace.
The CBTI is the national benchmark for marketplace trust — composite of transparency, responsiveness, fairness, reliability, ethics, sentiment and reputation stability, derived from aggregated, anonymized signal.
Higher = stronger consumer trust. Aggregated across all sectors and regions.
Each dimension scored 0–100 and weighted into the national CBTI.
Pricing transparency, disclosure quality, contract clarity, advertising honesty.
Business response rate, acknowledgement, speed and communication quality.
Resolution success, outcome fairness, post-resolution satisfaction.
Service consistency, product reliability, delivery, contract performance.
Marketing honesty, exploitation indicators, fair treatment, compliance.
Confidence surveys, sentiment analysis, perception trends.
Trust volatility, brand resilience, complaint trend stability.
National CBTI over the past eight months — steady growth driven by improved resolution speed.
Sector trust scores with 30-day movement. Focus on trends, not individual business shaming.
Aggregated regional CBTI with 30-day movement.
GCIN models translate trust signal shifts into human-readable explanations for media, executives and regulators.
Banking trust rose 2.1 pts on faster complaint resolution and clearer fee disclosures.
E-commerce trust dropped 2.3 pts driven by recurring delivery and refund reliability concerns.
Fintech reputation volatile — sentiment swings of ±5 pts month-on-month suggest fragile confidence.
Hospitality leads sector trust at 78 — consistent service quality and responsiveness ratings.
CBTI outputs are aggregated and anonymized. Individual complaints are never exposed. Sector rankings publish only when sample-size thresholds and privacy standards are met — we report trends, never accusations against specific businesses.