Reputation research as a driver of trust

We assisted with crisis communications and also conducted a reputation survey to gain insight into stakeholder confidence.

Customer's question

An executive at a large healthcare and social services consulting firm came under fire over a youth project he had initiated, which was funded by a government grant. Although the allegations were largely unfounded, they nevertheless led to the termination of the grant and caused concern among the clients. In addition, partnerships with the consulting firm in question were (temporarily) suspended. Negative reports also appeared in the media. The consulting firm therefore asked IVRM Reputation how they should address the situation. The focus was on restoring stakeholder trust and building the firm’s reputation.

Result

IVRM Reputation helped the consulting firm navigate the crisis at both the strategic and operational levels. The reputation survey revealed that stakeholders greatly appreciated the transparent and proactive approach to crisis communication. Trust had not been damaged. The survey itself was also received positively. It showed stakeholders that the consulting firm had not only handled the situation professionally but was also open to their suggestions and willing to act on them.

Limited reputational damage

Ultimately, through its crisis communication efforts, reputation assessment, and improvement plan, the consulting firm minimized the damage to its reputation. As a result, the firm did not lose any clients and has once again been successful in securing new contracts. Partner organizations were also once again willing to collaborate with the consulting firm.

IVRM Approach

On our advice, the consulting firm proactively reached out to relevant stakeholders and informed them about the situation surrounding the youth project and the director’s involvement. They were also notified of an upcoming article in a national daily newspaper that portrayed the director, the project, and the consulting firm in a negative light.

Strategy for a conversation

The consulting firm then engaged with the stakeholders and provided an explanation. In doing so, IVRM offered advice on the strategy. The firm also took a hard look at itself and, where necessary, announced measures to resolve the situation and prevent it from happening again. In addition, we drafted key messages, a statement for the website, and a crisis response plan.

Stakeholder Reputation Survey

The next step was to conduct a qualitative reputation survey among the stakeholders. In addition to providing insight into the company’s reputation, it was also important that the survey identify areas for improvement. The consulting firm wanted to know where opportunities still existed and exactly how they could restore trust.

About the customer

The consulting firm in question has indicated that it wishes to remain anonymous.