Reputation management for a public services provider

The challenge

A major provider of public services to vulnerable people suffered major reputational damage because of allegations made about its work practices. The service provider received more negative publicity following a criminal investigation, causing its investors and stakeholders to lose confidence in the company. With an increase in staff turnover and a decline in staff performance, morale at the company was low.

The solution

Crest assessed the risks to the company’s reputation and presented them to the senior management team. We also developed a range of key messages to ensure all staff felt empowered and informed to brief their clients and partners on the company’s practices.


The results

The company successfully rebuilt its reputation and positively engaged its audiences with messages about future plans and services. With a stable and credible reputation, the Board later went on to successfully execute a mergers and acquisitions strategy.


Rebuilding a reputation

Identifying risks

Equipping staff with key messages

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