Reputation matters - what's yours?
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The document discusses the importance of reputation as a foundational element for businesses, emphasizing the need to understand stakeholder perceptions through surveys and data analysis. It outlines methods to define reputation, the value of celebrating positive feedback, and addressing negatives, while adhering to market research ethics. Key deliverables include actionable insights, a shared understanding of reputation, and a motivated team geared towards improvement.
Reputation matters - what's yours?
- 1. © ACCOMPLI | INSPIRING INSIGHT 1 Sara Shailer What’s yours? Reputation matters
- 2. © ACCOMPLI | INSPIRING INSIGHT 2 Reputation matters What are you known for? • Do the positives outweigh the negatives? • And until you ask, you simply don't know • And reputation is the foundation on which you build everything else The foundation – firm or otherwise – on which you build We ask your customers, staff, donors, investors and other stakeholders
- 3. © ACCOMPLI | INSPIRING INSIGHT 3 Reputation matters Reputation is multi-faceted. Key elements include: • perceptions of the quality of what you deliver • how respected you are • how much your customers need or want what you deliver i.e. relevance Quality, respect, relevance – celebrate, change, action Once you know your stakeholders’ perceptions, you can: • celebrate (always good to have some encouragement!) • change what you need to do differently • identify and action communications gaps
- 4. © ACCOMPLI | INSPIRING INSIGHT 4 Honing the brief Objectives and possible methods We work with you to define objectives but a key objective may be to establish . . . ‘What is your reputation among key stakeholders?’ Online survey and data analysis • As well as online surveys we find interrogating existing data provides insight Telephone, face to face, focus groups • We select participants after an internal workshop made up from different parts of your business
- 5. © ACCOMPLI | INSPIRING INSIGHT 5 Delivering the research With professionalism We choose to operate under the Market Research Society’s Code of Conduct
- 6. © ACCOMPLI | INSPIRING INSIGHT 6 Reporting: highlights “Here’s what needs work”“Here’s what is good” Summaries: what would your key findings be?
- 7. © ACCOMPLI | INSPIRING INSIGHT 7 Reporting: positive words Getting into the detail: what would yours be?
- 8. © ACCOMPLI | INSPIRING INSIGHT 8 Reporting: negative words Getting into the detail: what would yours be?
- 9. © ACCOMPLI | INSPIRING INSIGHT 9 Reporting: clear findings • The clear presentation of findings enables your team to engage quickly We show you the findings simply and clearly 50% 16% 24% 10% 0% 33% 17% 21% 17% 12% 1 2 3 4 5 internal external
- 10. © ACCOMPLI | INSPIRING INSIGHT 10 Reporting: reputation ratings Breakdown of figures: what would yours be? 2% 5 Excellent 40% 4 Good 34% 3 Average 20% 2 Below average 4% 1 Poor “How do you rate our call response times?”
- 11. © ACCOMPLI | INSPIRING INSIGHT 11 Reporting: specific rating We can report on • a business area • a particular deliverable • differences between internal and external perceptions • differences between all your varied audience groups What areas and groups of stakeholders interest you? 7% 30% 38% 21% 4% Internal External 10% 34% 42% 17% 7% 0% 29% 37% 22% 2% 5 4 3 2 1
- 12. © ACCOMPLI | INSPIRING INSIGHT 12 Reporting: rankings What reputation measures would you find most useful? What you are least successful in 2 3 4 5 6 How you rank against others 1 What you excel in How you deliver against organisational objectives What values and behaviours you project The competencies which are most valued
- 13. 13 Key deliverables Actions, a common understanding and a motivated team © ACCOMPLI | INSPIRING INSIGHT We deliver: • key action points • a common understanding of reputation through rich, informed decisions • an informed and motivated team
- 14. © ACCOMPLI | INSPIRING INSIGHT 14 01242 260460 www.accompli.co.uk Because reputation matters Can we help?