Issue & Reputation Risk Analysis
Risk classification based on sentiment volume, virality, recurrence and reputational impact.
Reputation Risk Matrix
Each bubble is one issue category; size = mention volume. Hover for a summary, tap or click to open the issue and run a mitigation scenario.
Issue Category Risk Breakdown
Click a column header to sort. Filter by risk level:
| Issue / ASQ Category | Root-Cause Origin | Volume | Neg % | Score ▾ | Risk | Key Driver |
|---|
Risk Level Distribution
Number of tracked issues at each risk level.
Negative Mention Volume by Issue
Volume × negative rate, the absolute amount of criticism each issue generates.
Reputation Risk Register
Board-level view of every issue scored MEDIUM or above, plus flagged sensitive and contained items, with the movement versus the previous month.
| Issue | Location | Risk Level | Pattern | Trend vs Prior Month | Recommended Action |
|---|
Recurring Operational Risks — Score Trend, Jul → Sep
The matrix becomes a management tool when it is tracked over time: the same operational issues, re-scored every month, show whether fixes are actually reducing reputational exposure.
Baggage system: Critical → High
The T5 baggage outage scored 59 in July. Weekly reliability updates, then the phase-one system upgrade, brought it to 37 by September — volume fell by three-quarters.
Assisted travel: stubbornly High
Missed passenger-assistance pick-ups stayed in the HIGH band all quarter. Volume is modest but almost entirely negative, the classic profile of an issue that erupts when one case goes viral.
New Critical in September
Fake parking QR codes are not an airport failure, but passengers blame the brand. The matrix catches third-party risks that internal operational KPIs would miss.
From operational issue to reputational risk, and back
Most communication crises start as operational, service or product problems. The custom matrix links what the public is saying to the part of the organisation that can fix it.
Identify
Social and traditional media are classified into issue categories mapped to your own operating model, such as ASQ categories for an airport.
Score
Each issue is scored on probability and impact using sentiment we verify for local languages and dialects, not off-the-shelf auto-sentiment alone.
Assign
Every risk is tagged to its root-cause origin (operations, customer service, commercial, safety) so the right owner acts, not just Corporate Communications.
Track & mitigate
Monthly re-scoring shows whether fixes and messaging are working, and flags new or recurring risks before they snowball.
What makes the matrix "custom"
| Parameter | This demo | Tailored to your organisation |
|---|---|---|
| Issue taxonomy | Airport ASQ categories | Your service lines, products, branches or regulatory areas |
| Probability | Log-normalised mention volume | Can weight reach, virality, influencer amplification or media tier |
| Impact | Negative rate × 8 + 1 | Can add emotion intensity, political or regulatory exposure, safety flags |
| Thresholds | Critical ≥ 49 · High ≥ 30 · Medium ≥ 15 | Aligned to your Enterprise Risk Management (ERM) appetite statement |
| Cadence | Monthly, quarterly comparison | Daily alerts, weekly reports, monthly board dashboards |
Build a reputation risk matrix around your own operations
We design the risk matrix with your team, monitor it on your behalf and deliver dashboards like this one to your C-suite, with unbiased analysis and recommendations that operations can act on.
- Custom issue taxonomy mapped to your business units
- Verified sentiment for multilingual, local-dialect content
- Daily, weekly and monthly risk reporting with mitigation plans
Illustrative case study prepared by Berkshire Media to demonstrate its reputation risk methodology. All figures, issues and events shown are hypothetical and were created for demonstration purposes. This dashboard is not affiliated with, commissioned or endorsed by Heathrow Airport Limited. © 2026 Berkshire Media Sdn. Bhd.