2019 Corporate Reputation Pulse™ StudySouth Africa General Public

July 2019

2019 Corporate Reputation Pulse™ Study

Reputation House invites you to understand how the South African general public, as a key stakeholder, perceives your company’s reputation bypurchasing the 2019 Corporate Reputation Pulse™ Study.

The Corporate Reputation Pulse™ measures the degree to which the general public trust, admire, respect and have a good feeling towards companies.Select local companies are measured in this Corporate Reputation Pulse™ study, which uses Reputation Institute’s proprietary RepTrak® model foranalysing general public perceptions of companies’ reputations. RepTrak® is a validated methodology that enables companies to positively impactbehaviour and business outcomes.

Key benefits of the study include:Discover which companies are the most reputable in South Africa;Understand how you fare against your industry peers;Strategise using a customised report which will serve as a strategic document that can be used to inform strategic changes to build reputation capital.

This document provides an outline of our approach, methodology and fees associated with the 2019 Corporate Reputation Pulse™ study.

We look forward to engaging with you.

Yours sincerely

Reputation HouseRepresenting Reputation Institute in South Africa

Today more than ever there is a need to know how stakeholders perceive your company

and to better understand how they think and feel about your reputation.

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Perception Drives Behaviour

REPTRAK® PULSE

Emotional Connection

PRODUCTS & SERVICES

INNOVATION

WORKPLACE

GOVERNANCE

CITIZENSHIP

LEADERSHIP

PERFORMANCE

REPTRAK® DIMENSIONS

Cognitive Consideration

BEHAVIORIAL INTENTIONS

Reputation Outcome

THINK FEEL DO

PURCHASE

ADVOCATE FOR

ACCEPT

DEFEND

WORK FOR

INVEST IN

AVOID

The System measure and monitors a

company’s ability to deliver on expectations

A company that delivers on expectations will

earn support from stakeholders

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There are four (4) types of reports available for purchase:

1) Pulse Light – Reputation Vital Stats – for corporate annual reporting:

2018 and 2019 Company Pulse Scores

2018 and 2019 Dimension scores

Automatic entry for selection into 2020 Corporate Good News Feature

Cost: R77 000.

2) Pulse Report:

A Pulse report is a high-level overview of the emotional connection that the general public has with your

company.

Sample size: 100.

Cost: POA

3) Deep Dive Report:

A Deep Dive Report is a more detailed report from which more precise strategic direction can be drawn.

Sample size: 300.

Cost: POA

4) Corporate Reputation Tracker Programme:

The National Tracker is a monthly reputation measurement, reported quarterly that ensures perceptions

about your company are continuously captured and measured.

Sample size: 300 per quarter.

Cost: POA

A sample of the report outcomes is provided in this invitation.

• Reputation House will publish the results of the South African measured companies.

• We will survey perceptions of the general public across all 9 South African Provinces.

• Data collection will be online.

• Data collection is planned for August 2019

• Results will be delivered in October/November 2019.

Orders for the Deep Dive to be placed by 30 July 2019

Details of the 2019 Corporate Reputation Pulse™ Study

Understand How Your Company is Perceived

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NATIONAL TRACKER PROGRAM

1st for Women – ABSA – African Bank - Auto & General – Barloworld - Bidvest – BP - Budget Insurance – Caltex - Capitec Bank - Cell C – Clover - Coca-Cola – Danone

- Dial Direct – Discovery – Edcon – Engen – FNB – Hollard - Liberty Holdings – Metropolitan - MiWay Insurance – Momentum - Mr Price – MTN – Nedbank – Nestlé -

Old Mutual – Outsurance - P&G – Parmalat – Pepsico - Pick n Pay - SAB – Sanlam – Santam – Sasol - Shell – Shoprite - Spar - Standard Bank –Telkom – The

Foschini Group - Tiger Brands – Total – Truworths – Unilever – Vodacom - Woolworths

Measure your company against other players in your industry

Industrial TelecommunicationsRetail

Financial Insurance

Oil, Gas & Lubricants

FMCG

Rational explanation

of the emotional

Industry-Specific Performance Indicators

5

6

RepTrak® Pulse Scores

The pulse score is at the center of the

RepTrak® methodology. It refers to the

emotional connection stakeholders have with a

company. This construct is calculated by

measuring: Trust, Esteem, Admiration and

Overall good reputation

60.0

65.0

70.0

75.0

60.0

6…

7…

75.0

60.0

65.0

70.0

75.0

60.0

65.0

70.0

75.0

60.0

65.0

70.0

75.0

60.0

65.0

70.0

75.0

60.0

65.0

70.0

75.0

50

60

70

80

2012201320142015201220132014201520122013201420152012201320142015201220132014201520122013201420152012201320142015

Dimension Scores

1.Products &

services

2. Innovation

3. Workplace

4. Governance

5. Citizenship

6. Leadership

6. Financial

7. Performance

Pulse and Dimension Scores Overtime (where applicable)

Identifies the proportion of people who are

positive, negative, neutral and unsure about a

company’s performance in each dimension of

reputation

Dimension Driver Analysis

The purpose of this analysis is to determine the

weight of each dimension and attribute to a

company’s reputation (in our case, RepTrak® Pulse).

With this analysis, we can see which activities will

have a bigger impact vis-à-vis other reputation-

building activities.

Corporate Social Responsibility Index

The stronger the association of the firm with

strong Citizenship, Governance and Workplace

attributes that link to corporate purpose, the

higher the emotional connection and willingness

to support.

Dimension Quadrand

Identifies dimensions which are most

influential in shifting the attitudes with respect

to a company’s reputation. These are the

dimensions a company should focus on if it

wishes to improve its reputation

Dimension Distributions

Identifies the proportion of people who are

positive, negative, neutral and unsure about a

company’s performance in each dimension of

reputation

Supportive Behaviour Distributions

A picture in terms of

who will:

• Buy your

products

• Recommend

your products

• Trust you in

times of crisis

• Say something

positive about

you

• Work for you

• Invest in you

Products &…

Innovation

Workplace

Governa…

Citizen…

Leader…

Perform…

8.0

13.0

18.0

40.0 60.0 80.0 100.0

Dimensions

Distributions

Products & Services 5% 5%

Leadership 5% 5%

Performance 5% 5%

Governance 5% 5%

Innovation 5% 5%

Citizenship 5% 5%

Workplace 5% 5%

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

25%

25%

25%

25%

25%

25%

25%

65%

65%

65%

65%

65%

65%

65%

Stakeholder evaluation of a company on the

following rational dimensions:

Sample Outcomes: Pulse & Deep Dive

Attribute Scores The RepTrak® model has 23 attributes which

make up the 7 dimensions. Each attribute

measures a separate aspect of a dimension and

the scores provide a rating of how the company

is performing on that particular aspect of

reputation.

Attribute Weights Attribute Quadrant

Identifies attributes which are most influential in

shifting attitudes regarding a company’s

reputation. These are the attributes that a

company should focus on if it wishes to improve

its reputation.

Attribute Distributions

Identifies the proportion of people who are positive,

negative, neutral and unsure about a company’s

performance in each attribute of reputation.

Touchpoint Analysis

Prioritise touchpoints which have the greatest

influence on reputation and stakeholder

support.

Brand Alignment

See how your brand expressiveness and

brand personality is perceived by stakeholders

and tie that to your Corporate Reputation.

The RepTrak® model has 23 attributes which

make up the 7 dimensions. Each attribute

measures a separate aspect of a dimension

and the scores provide a rating of how the

company is performing on that particular

aspect of reputation. Attribute Scores

Client

(PS)

(L)

(P)

(C)

(PS)

(L)

100,00

90,00

85,00

80,00

75,00

70,00

63,00

Importance Attribute Scores

Client Client

High quality (PS)

Clear vision for future (L)

Profitable (P)

Supports good causes (C)

Stands behind products (PS)

Attributes

[Sorted by Client Score]

100,00

95,00

90,00

85,00

80,00

75,00

10,0%

9,0%

8,0%

7,0%

6,0%

5,0%

Adapts quickly (I)

Behaves ethically (G)

Financial results (P)

Clear vision for future (L)

Positive influence on society (C)

Appealing leader (L)

Profitable (P)

Well organized (L)

Innovative (I)

Fair in business (G)

First to market (I)

Open & transparent (G)

Equal opportunities (W)

High quality (PS)

Value for money (PS)

Rewards employees fairly (W)

Strong growth prospects (P)

Stands behind products (PS)

Supports good causes (C)3

3.8

4.6

5.4

6.2

7

7.8

55 57 59 61 63 65 67 69

Attribute Distributions

[Sorted by Positve]

Well organised 10% 10%

Employee w ell-being 10% 10%

Environmenally responsible 10% 10%

Innovative 10% 10%

Behaves ethically 10% 10%

Applelling leaving 10% 10%

High quality 10% 10%

Negative (1-2) Neutral (3-5)

Positive (6-7) Not sure

30%

30%

30%

30%

30%

30%

30%

50%

50%

50%

50%

50%

50%

50%

Sample Outcomes: Deep Dive Only

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Reputation Institute is the world's leading

reputation management consultancy, enabling

leaders to make more confident business

decisions that build and protect reputational

capital and drive competitive advantage.

Independently owned and founded in 1997, we

operate in 30 countries.

Our Global RepTrak® Pulse is the world's

largest reputation study. Measuring more than

2000 companies from 25 industries across 40

countries, the study provides key insights into

what drives perceptions and how they influence

marketplace behaviour. RepTrak® Pulse

provides powerful global benchmarking for

tracking corporate reputations in industries and

countries around the world, and serves as the

basis for continued thought leadership in the

field of reputation management.

c

United Arab Emirates

Canada

United States

Colombia

Chile

Brazil

South AfricaAustralia

India

JapanChina

Portugal Spain

Russia

Ukraine

Germany

Norw ay

Sw eden

Greece

Italy

IrelandUnited Kingdom

France Sw itzerland

Denmark

Netherlands

Argentina

Belgium

Finland

Poland

Ecuador

Peru

Mexico

Panama

Puerto Rico

We enable leaders to make business decisions that

build and protect reputation capital and drive

competitive advantage

Insight

Strategy

Activation

Publication

Conferences

Training

Information

Analysis

Presentation

Knowledge AdviceResearch

Through its affiliation to Resonance Dynamics

Limited, Reputation House has access to a

unique approach to reputation management

training.

Resonance Dynamics Limited is a UK based

Stakeholder Research and Positive Social

Impact enterprise aimed at improving

understanding of how entities resonate within

their stakeholder ecosystems while helping with

building Reputation Custodianship© within

companies. Resonance Dynamics collaborates

with Reputation House to deliver The

Reputation Custodianship Programme™, the

value created includes applying System’s

Thinking for constructing sound Qualitative and

Quantitative stakeholder research approaches

for generating strategies for critical shifts in

stakeholder engagement.

Resonance Dynamics helps people in

companies safeguard alignment between

internal and external stakeholders' ecosystems,

this for positive impact on core business,

stakeholder ecosystems and wider society.

8

About the Researchers

Contact Us Reputation House

Johannesburg

Phone: 0027 11 268 1559

Mobile: 0027 817585865

Email: info@reputationhouse.co.za

www.reputationhouse.co.za

www.reputationinstitute.com