icsa london may 2010 nhs roundtable 2010 global reputation pulse study – uk results copyright ©...

ICSALondon

May 2010

NHS roundtable

2010 Global Reputation Pulse Study – UK Results

Copyright © 2010 Reputation Institute. All rights reserved.

The World’s Most Reputable Companies: An Online Study of Consumers in 34 Countries

Copyright © 2010 Reputation Institute. All rights reserved. 2

Agenda

• Welcome and introduction

• UK 2010 Global Pulse results of the listed and publicly-owned companies

• 2010 Pulse results of NHS


The accountability challenge

UK Global Pulse 2010 Results (Listed and Private companies)

Reputation Institute UK


Annual Global Reputation Pulse Study 2010

UK Reputation Pulse 2010

• Objective: The Reputation of the largest 150 UK companies

• Target: General public, familiar with the companies Online Survey: January and February, 2010

• Questionnaire: Global Reputation Pulse model

24 IndustriesAirlines & Aerospace • Automotive • Beverage • Chemicals • Computer • Conglomerate • Construction & Engineering • Consumer

Products • Electrical & Electronics • Energy • Financial – Bank • Financial – Diversified Services • Financial – Insurance • Food

Manufacturing • Industrial Products • Information & Media • Pharmaceuticals • Raw Materials • Retail – Food • Retail – General •

Services • Telecommunications • Transport & Logistics • Utilities

UK Component of Global Reputation Study (across 34 countries )


Food Manufacturing (5)

Consumer Products (5)

Retail - General (20)

Services (23)

Pharmaceuticals (3)

Industrial Products (7)

Information & Media (11)

Airlines & Aerospace (6)

Retail - Food (9)

Raw Materials (5)

Transport & Logistics (7)

Beverage (4)

Financial - Diversif ied (9)

Construction & Engineering (11)

Financial - Insurance (9)

Conglomerate (7)

Telecommunications (8)

Energy (3)

Financial - Bank (6)

Utilities (8)

76.33

75.10

75.08

73.64

73.04

71.20

69.20

67.93

67.89

67.33

66.97

66.58

66.10

65.84

65.78

65.28

61.90

59.59

70.75

70.39

Industry reputations in the UK in 2010

Global Mean 64.2


What drives corporate reputation in the UK in 2010?

18.4%12.0%

12.5%12.6%

13.5%14.0%

16.1%


Top 10 reputations in UK in 2010: Privately owned companies

1

2

3

4

5

6

7

8

9

10

2010

(74,48)

(75,44)

(76,08)

(76,22)

(76,62)

(76,76)

(77,65)

(81,81)

(83,57)

(87,19)


1

2

3

4

5

6

7

8

9

10

2010

Top 10 reputations in UK in 2010: Listed companies

(85,86)

(84,66)

(80,62)

(79,64)

(78,73)

(77,63)

(77,24)

(76,71)

(76,51)

(76,24)


Support for the most and least reputable companies in the UK

Recommend

Most Reputable Companies (Top Cos)

4.5% 5.2%

Least Reputable Companies (Bottom Cos)

29.5% 7.9%

Say Something Positive


3.7% 3.8%


28.5% 8.3%

Benefit of Doubt


4.3% 9.3%


26.3% 10.5%

Q: I say something positive about ‘Company’

Q: I would give the benefit of the doubt to ‘Company’ if the company was facing a crisis

Q: I would recommend ‘Company’ to others

41.4% 48.9%

13.3%49.3%

41.7% 50.8%

14.9%48.3%

43.2% 43.2%

12.1%51.1%

Negative (1-2) Neutral (3-5) Positive (6-7) Not sure



NHS in 2010


2010 Reputation scores for UK Public Entities

RepTrakTM Pulse 20100.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

87.580.2

66.6 65.8 64.8 62.1 60.3

The British Library

BBC

NHS (National Health Service)

London Stock Exchange

Bank of England

City of London

FSA (Financial Services Author-ity)


2010 Reputation scores for UK Public Entities - Dimensions


2010 Reputation scores for UK Public Entities – Supportive Behaviors


2010 England Reputation drivers for NHS

22.3%10.2%

15.9%10.8%

13.0%12.2%

15.5%


2010 Reputation scores for NHS - Overall

Pulse score67

68

69

70

71

72

73

74

75

76

77

70.5

75.6

72.9UK NHS EnglandUK NHS ScotlandUK NHS Wales


2010 Reputation scores for NHS - Dimensions

Produ

cts

Inno

vatio

n

Wor

kplac

e

Citizen

ship

Gov

erna

nce

Lead

ersh

ip

Perfo

rman

ce0

10

20

30

40

50

60

70

806

7

62

.1

64

.1

61

60

.6

55 55

.5

73

.6

70

.6

72

.5

69

.1 72

.1

67

.3

69

.4

70

.2

67

.2 71

.4

65

.8 68

.4

68

.1

65

.8

UK NHS EnglandUK NHS ScotlandUK NHS Wales


2010 Reputation scores for NHS – Supportive Behaviours

Hear people say positive things

Recommend to others

Say positive

Benefit of doubt

Benefits, balance, and opportunities

0 10 20 30 40 50 60 70 80 90

60.4

70.6

70.7

68.8

52.5

72.2

76.4

75.5

74.7

70.2

68.4

72.5

71.1

72.1

65.5

UK NHS WalesUK NHS ScotlandUK NHS England


2010 Reputation scores for NHS – Bespoke Attributes

UK NHS England UK NHS Scotland UK NHS WalesRepTrak™ Pulse 70,5 75,6 72,9Pays little attention to central government proclamations and focuses on delivering quality care for local health needs 52,5 70,2 65,5Leaders and managers are known for being competent, honest and trustworthy 48,8 65,1 64,7Is well-run and financially sound 49,6 69,2 64,9Is good at implementing new services and ways of catering for local health needs 61,5 71,3 69,7Is good at engaging stakeholders to identify local health needs 56,6 67,8 68,4


2010 Familiarity (awareness) of NHS

UK NHS England

UK NHS Scotland

UK NHS Wales

6.9%

35.2%

39.3%

6.6%

21.5%

20.5%

30.2%

25.3%

22.8%

51.8%

10.6%

9.5%

4.4%

7.5%

7.9%

not at all familiar have only heard the name somewhat familiar very familiar not sure

icsa london may 2010 nhs roundtable 2010 global reputation pulse study – uk results copyright ©...

Documents

reputation scores

uk reputation pulse

corporate reputation

global reputation pulse

england reputation drivers

uk global pulse

pulse results of nhs

nhs overall slide