Herminius was commissioned to provide an assessment of customer attitudes towards a multinational business services provider. Herminius spoke to over 100 contacts spread over more than half a dozen key markets.

Although the firm had over the years run into frequent controversies around its performance, labour practices, internal culture and compliance standards, the reality beneath the headlines was that it was now in relatively good standing with its key customers – who recognised that it delivered value for money, that its performance was on a par with that of its competitors, and that some of the criticism it faced was superficial or unfounded. 

True, a cost-oriented internal culture sometimes undermined standards, but it was also the case that some problems were inevitable for a company of this scale and complexity. Reputational headwinds would persist to some degree, but the worst was in the past – and customer contracts were secure. 

Having developed conviction that the target company was fundamentally sound, the client completed its acquisition and then pursued a growth strategy that focused on building out non-controversial service lines.