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1 minute reading

When companies are transparent about the way they work and operate, people’s trust and satisfaction increase

When companies are transparent about the way they work and operate, people’s trust and satisfaction increase When companies are transparent about the way they work and operate, people’s trust and satisfaction increase
Source: bimbaam via Pinterest
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Why does operational transparency seem to have this unique power?

We surveyed people who have (and have not) been given a glimpse behind the curtain in services as varied as restaurants, retail, and online dating to learn how operational transparency changes their perceptions. We found that when people could see the work that was going on behind the scenes, they perceived that more effort went into the delivery of the service. They also believed that the service provider had more expertise and was being more thorough. They appreciated that effort and quality, and they in turn valued the service more.

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Source : Operational Transparency, HBR, Published March-April 2019

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