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Ongoing Research Shows COVID-19 Ripple Effect on Employee and Consumer Sentiments

Every two weeks, Salesforce Research is surveying the general population to discover how consumers and the workforce are navigating the COVID-19 pandemic. We’re posting the insights we’ve found, and tips on what businesses can do in response.

To explore data across demographics and geographies, check out the Tableau dashboard.

This series has covered a range of topics including:

How the nature of work is changing amid COVID-19

To say that the nature of work has changed would be an understatement. The research indicates that what employees want most from their employers now is trust, communication and flexibility. Younger workers fear job loss, while low-income workers seek more resilient options. See the full story.

Surveys find 57% of U.S. millennials are worried about losing their jobs, versus just 31% of baby boomers
Surveys find 57% of U.S. millennials are worried about losing their jobs, versus just 31% of baby boomers

Possible scenarios for the future of offices, commuting, and cities

As businesses, governments, and cities are all in different phases of reopening, they are all in a constant state of evaluating what’s safe, what’s not, and what the next weeks, months, and years will look like. Research shows that reopening preparedness and tactics vary by sector, and commuting is changing — but in ways we may not assume. See the full story.

52% of workers say they're comfortable sharing personal information to keep the workplace safe
52% of workers say they’re comfortable sharing personal information to keep the workplace safe

How customer service standards are shifting in the midst of COVID-19

Despite widespread business shutdowns, customer service case volume is mostly stable or on an uptick as customers seek assistance and guidance under rapidly evolving circumstances. Data shows that digital channels are naturally taking precedence as customer engagement is confined to mostly online experiences. See the full story.

Survey finds ranked importance of customer service qualities
Survey finds ranked importance of customer service qualities

Consumer perceptions of how COVID-19 will transform shopping for the long haul

No industry has escaped fallout from the COVID-19 pandemic, but few face as daunting of a recovery as retail. Research shows that brick-and-mortar stores must earn shoppers’ trust before they return, but the ecommerge surge isn’t likely to slow down post-pandemic. See the full story.

Survey finds 68% of U.S. shoppers expect to buy essential goods online after COVID-19 has subsided
Survey finds 68% of U.S. shoppers expect to buy essential goods online after COVID-19 has subsided

Which marketing tactics resonate with consumers during changing times

A mix of digital and more traditional marketing channels are grabbing consumers’ attention as they spend more time at home. How to best tailor offers varies across demographics and geographies, but consumers are unified in their willingness to sacrifice sales for the good of a brand’s workers. See the full story.

Survey reveals most noticed marketing channels
Survey reveals most noticed marketing channels

How small businesses can navigate an existential crisis

A majority of consumers have witnessed the demise of one of their beloved small businesses during the pandemic, but nearly just as many say most entrepreneurs in their communities are adapting to the new normal. Geography and demographics dictate which tactics work best in bringing customers back. See the full story.

Quote from Meredith Schmidt