A matter of trust

THE Trust card by NTUC is a clever bit of marketing. Trust is a commodity valued not just in business but in personal, public and people relations.

Let me share my recent experience of a business enquiry involving the Trust card. I received an email notification that NTUC Income was offering a discount of 45 per cent off its travel insurance (single trip) and 28 per cent off its travel insurance (annual plan). Hoping to take advantage of this deal, I called up to purchase the plan. Just before making payment at the check-out, I asked if there was a further discount if I used the NTUC Trust credit card to pay.

Why yes, a further 5 per cent discount would be applied, answered the helpful officer, who gave me a number to call the Trust customer service team. I was promptly told by a chirpy customer service staff that I would get 5 per cent off the ongoing 40 per cent travel insurance discount (single trip) and 5 per cent off the ongoing 20 per cent travel insurance discount (annual plan). But hold on, I said, isn’t that actually the same or worse than the discount offer that I had started off with?

Upon repeated requests for an explanation, and further prompting, the now-not-so-chirpy customer service officer informed me that there were actually three promotions ongoing. Option 1 was the 40 per cent discount + 5 per cent additional Trust card discount. Option 2 was the 45 per cent + 5 per cent additional Trust card discount. Option 3 was the 50 per cent + 5 per cent additional Trust card discount.

And what was the difference between the three options, I asked, other than the pricing. What were the qualifying requirements? What were the benefits? None actually, was the response from the now-sheepish sounding customer service officer.

So why did he choose to offer me the least advantageous option, I enquired. Silence.

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Trust? What trust does this engender in customers? Well, NTUC, I decided to take my business elsewhere, and I shall certainly be terminating my “Trust” credit card account with you.

Yang Wai Wai