Why 36% of Budtenders and Consumers Feel Disconnected and What That Means for the Industry
If there’s one finding from the BTA Brand Trust & Loyalty survey that should make brands pause, it’s this one. When asked whether cannabis brands truly understand them, the responses revealed a widening gap between intention and impact:
18% feel brands understand them very well
46% say somewhat
28% say not much
8% say not at all
That means 36% of respondents feel largely disconnected from the brands they’re expected to sell, recommend, or buy from. In an industry built on relationships between brand, retailer, and consumer, that number is both a warning sign and an opportunity.
A Market That’s Listening, But Not Being Heard
The cannabis marketplace has evolved faster than many brand strategies. Budtenders and consumers today are highly informed, brand-literate, and deeply aware of how products perform over time. They notice inconsistencies. They remember which brands show up when there’s an issue and which ones disappear.
Our survey results suggest that while many brands believe they are engaging their audience, a significant portion of that audience doesn’t feel understood in return.
“Somewhat understood” isn’t the same as understood.
Which often means brands are talking, but not listening closely enough.
What Works: When Brands Get It Right
Brands that scored highest in perceived understanding shared clear, repeatable behaviours across the survey:
✔️ They engage directly with budtenders.
Not just through sales pitches, but through real conversations, education, and feedback loops.
✔️ They respond publicly and transparently.
When issues arise (from quality questions to recalls) these brands acknowledge them clearly instead of avoiding them.
✔️ They don’t over-market.
Measured messaging, honest claims, and realistic potency expectations go further than hype ever could.
✔️ They treat retail as a partner, not a channel.
Budtenders aren’t a distribution point. They’re the most trusted voice in the room.
These brands don’t try to control the narrative. They participate in it.
What Doesn’t Work: Why Disconnection Happens
On the flip side, the brands most often associated with disconnection tend to fall into familiar traps:
✖️ Broadcasting marketing messages without room for dialogue
✖️ Inflated THC claims that don’t match real-world experience
✖️ Inconsistent batches with no acknowledgment
✖️ Poor or slow retail support
✖️ Pop-in, sell, disappear rep behaviour
For budtenders especially, nothing erodes trust faster than being expected to stand behind a product without support, education, or accountability from the brand itself. Disconnection isn’t caused by silence. It’s caused by one-sided communication.
Why This Matters
What makes this result especially significant is who is saying it. This isn’t casual or disengaged consumers. This is a highly brand-aware audience where:
68% are very familiar with brands
62% regularly repurchase trusted brands
39% rely on budtender recommendations to build trust
When over a third of that group feels misunderstood, it signals a structural issue. Not a marketing one and the brands winning tomorrow will be the ones that close this gap today.
How Budtenders Can Feel Less Disconnected from Brands
While much of this responsibility sits with brands, budtenders aren’t powerless in the relationship. Here are practical ways budtenders can reduce brand disconnect:
1. Prioritize brands that show up consistently
Engage more deeply with brands that provide training, respond to questions, and follow through after launches.
2. Ask better questions and notice who answers
Transparency reveals itself quickly when brands are asked about sourcing, terpenes, or batch variation.
3. Share feedback openly
Brands that listen improve. Brands that don’t, reveal themselves early.
4. Support brands that support retail
Long-term trust grows when budtenders consciously reward accountability and consistency with shelf presence and recommendations.
5. Talk to peers
Peer-to-peer insight remains one of the strongest trust signals in the entire survey.
This is an invitation for brands.
With 36% of budtenders feeling disconnected, there is enormous room for brands willing to listen more than they speak, respond more than they promote, and collaborate instead of dictate. In today’s cannabis market, understanding your audience isn’t a branding exercise. It’s a relationship.
Source: BTA Brand Trust & Loyalty Survey