While universities still rank above most industries in trust, their satisfaction scores declined by 0.8 points in 2025 even as other sectors saw gains. The root cause? Communication breakdowns account for 66% of negative experiences among university customers—21 percentage points higher than any other industry. Additionally, 14% of university customers report poor experiences compared to 12% globally.
Education staff are also experiencing trust challenges with leadership, rating it 4 points below the global benchmark. Just 52% believe leaders value wellbeing over profits, and communication disconnects remain prevalent across both K-12 and higher education environments.
The path forward centers on open, genuine communication. Educational institutions need to close the loop on feedback, show how stakeholder input translates into real change, and provide staff with enhanced communication resources and development.
Read the full ebook: 2025 state of education report at https://www.qualtrics.com/ebooks-guides/2025-edu-trends/
How is your organization strengthening trust through better communication strategies?
