New research conducted by PSG Plus amongst a nationally representative sample of 1,000 consumers and 40 of the top Irish business leaders showed a potential disconnect between how consumers and Irish organisations perceive crises.
The biggest fear for business leaders was loss of customer data through a breach or hacking (90%) while consumers’ biggest business taboo was being misled or lied to by a company.
Over 36% of consumers would hold the entire senior management team responsible for resolving the crisis. This is at odds with responses from CEO research, 66% of whom assume responsibility themselves.
Furthermore, 79% of consumers will not forgive companies that mislead them, seeing it as the single most unforgiveable act for any company to commit.
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