Times of adversity can often present great opportunities for service providers to regain Trust, and financial services is no different.

In recent the weeks, financial institutions across Australia have been making moves to provide support for their customers, in the form of deferred home loan payments, reduced rates etc.

While events over the last year or so have seen the big banks lose a lot of the Trust their customers hold in them, and fall far behind the second tier providers and mutuals, there would be hope that by appearing proactive and genuine in their desire to help customers, some of this Trust would be regained.

And the evidence would appear to show that this has worked. Since the start of the year, we have seen our Trust Index for customers Main Banks improve by 11 points, but there are some marked differences across the banks. Overall, while the Big 4 have regained Trust, other providers have made even stronger gains and widened the gap further still. This is particularly true for two of the big 4.

So, despite regaining Trust, there is even more work to be done for some.