Keeping it · The trust reading · Element
The belief
Whether customers expect the promise to be kept.
The part
What it is
Asked directly, and separately from satisfaction. The useful question is what they expect next time rather than what happened last time.
Non-customers should be asked too: disbelief in the promise is a common reason for not buying and is invisible in customer research.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.