This case study focuses on aligning customer perception with the trustworthy experience Amazon aims to deliver. They conduct both quantitative and qualitative research studies to gauge customer trust levels and provide influential insights to improve trust across the company. Through continuous innovation and expertise in research methodology, they serve as a center of excellence in understanding and enhancing customer trust perception.

In this presentation you will learn:

• How did the team develop a robust framework for measuring customer trust perception including foundational tracking surveys and innovative science-backed solutions leveraging statistical methods and machine learning models?
• How does the team balance quantitative and qualitative research methodologies to measure customer trust effectively?
• What strategies does the team employ to ensure alignment and collaboration with various teams across the company?
• How does the team stay ahead in terms of innovation in research methodology and product solutions to continuously improve its impact on customer trust perception?