What an organisation stands for, how it acts and how it communicates are the foundation stones needed to acquire what is perhaps the most prized outcome of all: trust. Building trust requires that strategy, actions and communication are aligned. When these things are achieved the organisation is seen to do the right things, for the right reasons, in the right way.

Public sector reputation is shaped through perceptions of trustworthiness, fairness, social responsibility, and leadership. Colmar Brunton’s Social Research Agency works with public sector organisations to understand how they perform on these four pillars in the customer’s eyes, and in turn how reputation and trust can be enhanced. When this is achieved, public sector organisations find they are more resilient to problems as customers more readily accept that the organisation has the customer’s best interests at heart.