The risk that an event or circumstance could adversely impact on the group’s reputation including adverse publicity from the activities of legislators, pressure groups and the media.
Controls and procedures
- Dedicated teams and established procedures are in place for dealing with media issues. A pro-active communication programme is targeted at key opinion formers and is co-ordinated centrally.
- Regular customer satisfaction surveys are undertaken.
- The group invests in a centrally co-ordinated community programme.