NHS roundtable
2010 Global Reputation Pulse Study – UK Results
ICSA
London
May 2010
The World’s Most Reputable Companies: An Online Study of Consumers in 34 Countries
Copyright © 2010 Reputation Institute. All rights reserved.
Agenda
•
Welcome and introduction
•
UK 2010 Global Pulse results of the listed and publicly-owned companies
•
2010 Pulse results of NHS
Copyright © 2010 Reputation Institute. All rights reserved.
2
The accountability challenge
Copyright © 2010 Reputation Institute. All rights reserved.
3
UK Global Pulse 2010
Results
(Listed and Private companies)
Reputation Institute UK
Annual Global Reputation Pulse Study 2010
UK Component of Global Reputation
Study (across 34 countries )
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 Industries
Airlines & 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
Copyright © 2010 Reputation Institute. All rights reserved.
5
Industry reputations in the UK in 2010
Food Manufacturing (5)
76.33
Consumer Products (5)
75.10
Retail - General (20)
75.08
Services (23)
73.64
Pharmaceuticals (3)
73.04
Industrial Products (7)
71.20
Information & Media (11)
70.75
Airlines & Aerospace (6)
70.39
Retail - Food (9)
69.20
Raw Materials (5)
67.93
Transport & Logistics (7)
67.89
Beverage (4)
67.33
Financial - Diversified (9)
66.97
Construction & Engineering (11)
66.58
Financial - Insurance (9)
66.10
Conglomerate (7)
65.84
Telecommunications (8)
65.78
Energy (3)
65.28
Financial - Bank (6)
Utilities (8)
Copyright © 2010 Reputation Institute. All rights reserved.
61.90
Global Mean
64.2
59.59
6
What drives corporate reputation in the UK in 2010?
12.0%
18.4%
12.6%
12.5%
14.0%
13.5%
16.1%
Copyright © 2010 Reputation Institute. All rights reserved.
7
Top 10 reputations in UK in 2010: Privately owned companies
2010
Copyright © 2010 Reputation Institute. All rights reserved.
1
(87,19)
2
(83,57)
3
(81,81)
4
(77,65)
5
(76,76)
6
(76,62)
7
(76,22)
8
(76,08)
9
(75,44)
10
(74,48)
8
Top 10 reputations in UK in 2010: Listed companies
2010
Copyright © 2010 Reputation Institute. All rights reserved.
1
(85,86)
2
(84,66)
3
(80,62)
4
(79,64)
5
(78,73)
6
(77,63)
7
(77,24)
8
(76,71)
9
(76,51)
10
(76,24)
9
Support for the most and least reputable companies in the UK
Recom m end
Most Reputable Companies (Top
Cos)
Least Reputable Companies
(Bottom Cos)
Negative (1-2)
4.5%
Neutral (3-5)
Positive (6-7)
41.4%
Not sure
48.9%
29.5%
49.3%
5.2%
13.3%
7.9%
Q: I w ould recom m end ‘Com pany’ to others
Say Som ething Positive
Most Reputable Companies (Top
Cos)
Least Reputable Companies
(Bottom Cos)
Negative (1-2)
3.7%
Neutral (3-5)
Positive (6-7)
41.7%
Not sure
50.8%
28.5%
48.3%
3.8%
14.9%
8.3%
Q: I say som ething positive about ‘Com pany’
Benefit of Doubt
Most Reputable Companies (Top
Cos)
Least Reputable Companies
(Bottom Cos)
Negative (1-2)
4.3%
26.3%
Neutral (3-5)
Positive (6-7)
43.2%
Not sure
9.3%
43.2%
51.1%
12.1%
10.5%
Q: I w ould give the benefit of the doubt to ‘Com pany’ if the com pany w as facing a crisis
Copyright © 2010 Reputation Institute. All rights reserved.
10
NHS in 2010
2010 Reputation scores for UK Public Entities
100.0
90.0
87.5
80.2
80.0
70.0
66.6 65.8 64.8
62.1 60.3
60.0
50.0
The British Library
40.0
BBC
30.0
NHS (National Health Service)
20.0
London Stock Exchange
Bank of England
10.0
0.0
RepTrakTM Pulse 2010
Copyright © 2010 Reputation Institute. All rights reserved.
12
2010 Reputation scores for UK Public Entities - Dimensions
Copyright © 2010 Reputation Institute. All rights reserved.
13
2010 Reputation scores for UK Public Entities – Supportive
Behaviors
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14
2010 England Reputation drivers for NHS
10.2%
22.3%
10.8%
15.9%
12.2%
13.0%
15.5%
Copyright © 2010 Reputation Institute. All rights reserved.
15
2010 Reputation scores for NHS - Overall
75.6
76
75
74
72.9
73
72
71
70.5
70
UK NHS England
UK NHS
Scotland
UK NHS Wales
69
68
67
Pulse score
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16
69.4
65.8
55.5
67.3
68.1
72.1
68.4
69.1
65.8
72.5
71.4
61
60.6
55
60
64.1
70.6
67.2
62.1
70
67
80
73.6
70.2
2010 Reputation scores for NHS - Dimensions
50
40
30
UK NHS England
UK NHS Scotland
UK NHS Wales
20
10
0
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17
2010 Reputation scores for NHS – Supportive Behaviours
65.5
70.2
Benefits, balance, and
opportunities
52.5
Benefit of doubt
72.1
74.7
68.8
Say positive
71.1
75.5
70.7
Recommend to others
72.5
76.4
70.6
68.4
72.2
60.4
Hear people say positive
things
0
Copyright © 2010 Reputation Institute. All rights reserved.
UK NHS Wales
UK NHS Scotland
UK NHS England
20
40
60
80
100
18
2010 Reputation scores for NHS – Bespoke Attributes
RepTrak™ Pulse
Pays little attention to central government proclamations and focuses on delivering quality care for local health needs
Leaders and managers are known for being competent, honest and trustworthy
Is well-run and financially sound
Is good at implementing new services and ways of catering for local health needs
Is good at engaging stakeholders to identify local health needs
Copyright © 2010 Reputation Institute. All rights reserved.
UK NHS England UK NHS Scotland UK NHS Wales
70,5
75,6
72,9
52,5
70,2
65,5
48,8
65,1
64,7
49,6
69,2
64,9
61,5
71,3
69,7
56,6
67,8
68,4
19
2010 Familiarity (awareness) of NHS
not at all familiar
have only heard the name
UK NHS Wales
39.3%
UK NHS
Scotland
UK NHS
England
20.5%
35.2%
6.9%6.6%
Copyright © 2010 Reputation Institute. All rights reserved.
somewhat familiar
21.5%
30.2%
very familiar
22.8%
25.3%
51.8%
not sure
9.5% 7.9%
10.6% 7.5%
4.4%
20
Q&A