2014 Wall Street Reputation Study

1OOKING BACK 27% REVENUE LOSS REGULATORY FINES BILLIONS OF REVENUE DOLLARS LOST LAWSUITS, & SCANDALS HURT 2014 Majority report on average 27% of revenue lost in past two years was due to reputation and issues with customer service, 80% Agreed 66% Agreed 2013 Executives agreed fines, lawsuits, and other scandals have made it harder for the entire industry to rebuild reputation. stemming from financial crisis. TOP ISSUES NEGATIVELY AFFECTING A COMPANY'S REPUTATION: FINANCIAL CRISIS IMPACT 64% Negative Perception 81% of Financial Service firms report 55% Regulatory Actions, Fines, Lawsuits the financial crisis 81% still has major impact on stakeholder perception. 53% Capital And Liquidity Challenges Negative perception was the top negative issue; the other issues are not going away. GOING FORWARD GREATEST CHALLENGES AND CRITICAL SUCCESS FACTORS FOR REPUTATION IN 2014 BETTER FINANCIAL EMPLOYEE PERFORMANCE Differentiating from competitors with bad reputations DIGESTIBLE INFORMATION SATISFACTION Improving reputation of the company to increase sales IMPROVING CUSTOMER Rebuilding trust in the overall financial system SATISFACTION INTON TAKING OWNERSHIP OF ISSUES Increasing awareness with stakeholders WASH THAT MATTER TO CUSTOMERS