The Trust Factor Confirms What Whistl Customers Already Know

Trust has become one of the most powerful differentiators in B2B relationships. In a marketplace where choice is high, organisations increasingly stay with partners who deliver reliability, transparency, and a genuine commitment to doing the right thing.

Marketreach’s The Trust Factor research

Insights from Marketreach’s The Trust Factor research reinforce this, identifying the eight core pillars that influence whether organisations trust a supplier.

Crucially, 68% of overall trust is driven by three factors: reliability, reciprocity, and aligned interests.

At Whistl, we’re proud that these same three factors sit at the heart of our Customer Promise and reflect how our customers experience working with us. This aligns directly with our long-term focus on strengthening customer relationships across the Whistl Group.

Top Trust Pillars

Marketreach’s national study identified eight pillars of trust:

The top three attributes were:

1. RELIABILITY: partners who deliver consistently, on time, and to the expected standard.
2. RECIPROCITY: transparency is essential in building long-term trust.
3. ALIGNED INTERESTS: understanding their pressures and proactively supporting.

These pillars form the foundation of trust-based business relationships and strongly influence loyalty and advocacy. The top three are especially important in services such as delivery management, where failures directly impact customer performance.

How Whistl’s Customer Promise Aligns

Whistl’s Customer Promise was created to strengthen customer experience and define the behaviours we hold ourselves accountable to.

Every year, Whistl carries out a customer satisfaction survey, and our customers score us from 1–10 across three Customer Promise statements:

• Reliability: “The Whistl Group provides a reliable, dependable and high-quality service.”
• Honesty: “The Whistl Group are straightforward, open and honest.”
• Acting in the Customer’s Interest: “The Whistl Group sees things from my perspective and does the right thing for me and my business.”

These promises align closely with Marketreach’s research. 

This means that when customers trust Whistl, they are significantly more likely to recommend us, stay with us longer, and grow their partnership.​​​​​

2025 Customer Satisfaction Survey results

What Whistl Customers Say

Across the Whistl Group, customer feedback consistently reflects the three Marketreach pillars.

Reliability in Action: Customers describe Whistl as:

Honesty and Transparency: Our commitment to openness is recognised widely:

Doing the Right Thing: Customers regularly highlight the partnership we bring:

This feedback isn’t isolated, it spans every Whistl business unit and is consistently reinforced year after year.

How Trust Strengthens Our Partnerships

For Whistl, trust is a measurable, actionable business attribute grounded in our culture and our way of working.

The Marketreach research validates that our focus on reliability, transparency and partnership is exactly what UK organisations value most.

By matching real customer feedback to the attributes of our Customer Promise, we have developed a trust framework that directly supports customer retention, advocacy and long-term growth.

Trust is earned over time and we’re proud that our customers consistently tell us we’re getting it right.

Need a trusted partner that can enhance your customer journey? Speak to our team to drive your business forward.