What made Petronas top the crisis management list?

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Petronas Ranked Highest in Crisis Management Perception Among Malaysians

Petronas emerged as the top Malaysian organisation in managing crises, with 65% of polled Malaysians agreeing that the national oil company best handled the crisis situation in 2020. This perception is linked to key crisis management elements observed across leading organisations, including honest communication and decisive action. The Ipsos survey, which polled 4,000 Malaysians between June and November 2020, indicated that strong crisis management practices can significantly enhance consumer trust.
Leading Organisations in Crisis Management

Beyond Petronas, other organisations were recognised for specific strengths in crisis management during 2020. Maybank followed closely with 62% of respondents perceiving them as adept at crisis handling. Both EPF and McDonald's garnered 60% approval, while Perodua secured 59%. The diversity of these top performers, spanning sectors from energy to finance and food service, suggests that effective crisis management is not confined to any single industry.
Key Elements of Effective Crisis Communication

Honest and open communication was identified as a crucial component of crisis management. Maybank and Pos Malaysia were specifically highlighted for their transparency, with 67% of respondents noting their "open and honest" approach. This emphasis on clear communication aligns with broader observations that companies which respond quickly and decisively, and engage consumers in new ways, tend to build greater trust.
Recognition for Community Support and Customer Focus

Other organisations were acknowledged for distinct contributions during the crisis period. EPF stood out for its support of local communities, a trait noted by 67% of respondents. Similarly, McDonald's received high marks for prioritising its customers, with 67% of participants recognizing this focus. These specific actions demonstrate how varied approaches to crisis response can resonate positively with the public.
Public Perception of Government-Linked Entities

The survey also revealed a perception that government-linked companies (GLCs) and government regulators were particularly effective in crisis management. Nearly half of the respondents, 49%, agreed that GLCs managed crises well, with 48% holding the same view for government regulators. This sentiment suggests that entities at the centre of the pandemic response were observed and acknowledged by the public for their roles during the crisis.

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What made Petronas top the crisis management list?

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