Company ethics versus technical reputation
Over the last two years we have written a number of posts on some of the issues surrounding personal information and data privacy; from UAVs (drones) to the secret lives of phones, the collection and reuse that information continue to challenge end users and customers. How much of our personal information are we willing to trade for access to products and services?
A recent ZDNet article by Jack Schofield reported the results of a Harris poll into corporate reputation and the responses from 18,000 American adults to six categories: emotional appeal, financial performance, products and services, social responsibility, vision and leadership and workplace environment. The survey indicated that 76% of those surveyed were concerned about the amount of personal information captured by large companies, including technology giants Apple, Google, Samsung, Microsoft and Amazon, and less than half (44%) reported that they trusted companies to act responsibly with that information. In the category Social Responsibility, the only technology company to appear in the top five was Microsoft, ahead of both Google and Apple.
How much of that mistrust materialises as lost sales or changing preferences? According to the poll company business practices are an increasingly important factor for customers, with 60% of those surveyed reporting that they researched companies before they considered engaging with them. It seems that technical reputation is not the only measure by which companies are judged and company ethics, in particular personal information policies and practices, now play a major role in influencing our choices.