![]() ![]() ![]() “From the customer perspective, many COVID-19 pandemic-era supply chain challenges remain unresolved, despite improvements executives have worked hard to achieve. “The supply chain trust gap is far bigger than our responding executives seem to realize, suggesting there are blind spots in key areas their customers care about,” said James Cascone, a Deloitte Risk & Financial Advisory partner and sustainability, climate and equity leader with a focus on supply chains, Deloitte & Touche LLP. In looking more closely at the divide between executives self-identifying as leading suppliers versus customer perceptions of supplier trust, the gap was highest when measuring reliability in supply chains (25% gap leading suppliers = 90%, customers = 65%), followed by humanity (e.g., treating workers, customers and other partners fairly and with respect 24% gap, leading suppliers = 91%, customers = 67%), transparency (22% gap leading suppliers = 85%, customers = 63%) and capability (e.g., ability to maintain operational consistency 16% gap, leading suppliers = 91%, customers = 75%). Of more than 1,000 executives from large global organizations surveyed, 89% on average who self-identified as leading suppliers said customers trust their supply chain operations, compared to just 68% on average of roughly 500 customers who said the same. Supply chain executives significantly overestimate stakeholder trust in their supply chain capabilities and intentions, according to Deloitte. ![]()
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