Consumers
The Consumers section focuses on evaluating a company’s approach to responsibly serving consumers. This section asks questions about the extent to which the company is committed to providing consumers with safe, accessible and inclusive products and services and its overall approach to ethical marketing practices and the encouragement of more responsible consumption behaviors.
Helpful Resources
Accessibility:
- Convention on the Rights of Persons with Disabilities (United Nations, 2006)
- The European Accessibility Act (EAA)
- EU Web Accessibility Directive
Inclusivity:
- Diversity and inclusion in the fashion industry (British Fashion Council, 2022)
- The Global Disability Innovation Hub
- Inclusive Design Research Centre
Product Safety:
- Guidelines for Consumer Protection (United Nations, 2015)
- USA Consumer Product Safety Act (CPSA)
- EU General Product Safety Directive (GPSD)
Responsible Marketing:
- Consolidated Code of Advertising and Marketing Communication Practice (International Chamber of Commerce, 2018)
- European Advertising Standards Alliance (EASA)
Important disclaimer:
Please note that there are no applicabilities in the questionnaire, this means that even if a user answers “no” to a question, the follow up questions will still apply to the user and result in a point loss. In particular, if you answered “no/none” to the questions in this section asking if targets have been formally set and approved for a specific impact and/or topic area, the N/A answer option is not available for the related questions asking whether annual milestone targets have been met and whether those have been publicly reported, and you must answer “no”.
About this question
Accessible products and services remove barriers for customers, ensuring that the shopping experience is an equitable experience for everyone, whatever their needs. Regulation exists in many regions to protect access to products and services for persons with disabilities. Areas of focus for brands and retailers can include physical access for wheelchair users into and within a store, as well as bathrooms or changing rooms. Similarly, a poorly designed e-commerce website that cannot be accessed by persons using screen readers, is discriminatory and also poor business practice. There are multiple other ways that companies can increase the accessibility of their products and services. In many situations, improving accessibility for one group of customers improves the shopping experience for everyone.
This question asks whether your company is taking proactive, systematic steps that go beyond legal compliance and are supported by formal mechanisms for measuring and monitoring progress. This could take the form of using recognized measurement tools (e.g., website accessibility guidelines), benchmarking (consumer or NGO based assessment criteria), consumer feedback, audits, and feedback from critical friends such as disability NGOs. Focus areas for accessibility improvement can include:
Physical premises accessibility measures for stores and other facilities.
Accessibility of digital platforms like websites, mobile sites, and social media.
Accessibility of marketing and promotional materials including print and digital formats.
Customer service accessibility including customer care and delivery services.
Product design to enhance physical accessibility features.
In your response, indicate whether your company has implemented one or more mechanisms during the reporting period to measure and monitor the accessibility of its products and services, spanning marketing, physical premises, digital platforms, and beyond.
- Answer yes if you can provide evidence of one or more mechanisms in place during the reporting period.
- Answer partial yes if your initiatives were limited in scope or partially implemented.
- Answer no if you cannot provide evidence of any efforts to monitor progress on accessible products and services.
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MQ
Evidence
Provide
- Screenshots of internal systems and/or internal or external audits demonstrating how data is collected and recorded over time to evidence measurements of product and service accessibility
and
- Evidence of oversight by senior leadership (e.g. ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Link to any third-party system used for monitoring
- Link or reports from any third party benchmarking system used for monitoring (e.g., website accessibility)
Topic areas
Accessible and inclusive products and services
About this question
Inclusive products and services refer to an intentional strategy to recognize and serve the needs of diverse customer groups. This encompasses actions such as increasing size ranges, recognizing different gender identities, offering products designed to match a wide range of skin tones, providing ‘quiet shopping’ opportunities, and making graphic design considerations for neurodiverse customers.
This question seeks evidence of a proactive, strategic, and systematic approach to measuring and monitoring progress in inclusivity. Possible mechanisms include consumer feedback, engagement with NGOs, participation in independent benchmarking processes, audits, and feedback from critical friends or stakeholder groups. Specific areas of focus for inclusivity improvement can include:
- The physical shopping experience, ensuring access and accommodations are available for all customers.
- The digital shopping experience, such as enabling customers to register with non-binary gender options or ensuring website accessibility.
- The range and design of products, ensuring they cater to a diverse customer base, including cosmetics for various skin tones and clothing in a broad range of sizes.
- The inclusivity of marketing and promotional materials, including diverse models and inclusive language and imagery.
In your response, indicate whether your company has implemented mechanisms during the reporting period to measure and monitor the inclusivity of its products and services across these areas.
- Answer yes if you can provide evidence of one or more mechanisms in place during the reporting period.
- Answer partial yes if your initiatives were limited in scope or partially implemented.
- Answer no if you cannot provide evidence of any efforts to monitor progress on inclusive products and services.
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.Mg
Evidence
Either
- Reports from independent bodies engaged to measure and report on your company’s progress in inclusive products and services (for example, NGO audits, benchmarking tools, user experience reports)
and
- Evidence of oversight by senior leadership (e.g., DEI dashboard endorsed by senior management, ESG Committee minutes, Board papers)
or
- Screenshots of internal systems and/or documents and spreadsheets demonstrating at least one mechanism of how data is collected and recorded over time to measure product and service inclusivity (e.g., could include customer feedback data, internal assessment of user experience of digital platforms, customer research relating to inclusivity, monitoring of the number of intentional inclusive design features implemented, number of physical barriers reduced in customer journey, user testing feedback etc…)
and
- Evidence of oversight by senior leadership (e.g.,DEI dashboard endorsed by senior management, ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Link or reports from any third party benchmarking system used for monitoring
Topic areas
Accessible and inclusive products and services
About this question
Responsible marketing refers to a company’s efforts to ensure that its communications to customers are fair, accurate, truthful, respectful and transparent. Responsibility includes compliance with relevant advertising regulations and avoidance of greenwashing, as well as ensuring content that is socially responsible, culturally respectful and avoids promoting harmful behaviors and over consumption.
In order to manage the content and impact of marketing, companies need to have an effective monitoring and measuring system in place. This is likely to have a number of elements but could include systematically tracking stakeholder feedback, measuring marketing content against internal guidelines and regulatory requirements, tracking evidence available to back up product claims.
This question asks whether such a system is in place in your company:
- Answer yes if you can provide evidence that your company has systems in place to monitor and measure its marketing material against responsibility indicators
- Answer no if your company does not measure and monitor marketing content against responsibility indicators
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.Mw
Evidence
Provide
- Screenshots of internal systems and/or marketing compliance program/audits demonstrating how data is collected and recorded over time
and
- Evidence of oversight by senior leadership (e.g., ESG Committee minutes, Board papers, Marketing transparency report)
Optional supplementary evidence:
- Feedback from any third party system used for monitoring how responsible marketing activities are (e.g., customer satisfaction survey)
- Link or reports from any third party benchmarking system used for monitoring
- Guidance provided to marketing departments on how to maintain and monitor compliance
Topic areas
Responsible marketing (incl. consumer education)
About this question
Consumers should be able to trust that the products they buy are safe and suitable for their purpose. Very occasionally a product may suffer a fault that could cause injury or accident. This may be because of a chemical used in its composition, or a fault with construction, or another reason. Safety risk refers to all risks including chemical and physical risks. Customer safety is a priority and it is critical that companies can demonstrate a reliable safety risk monitoring process.
This question asks about your company’s product safety risk assessment processes.
- Answer yes if you can provide evidence that your company has a product safety assessment system in place
- Answer no if your company cannot provide documented evidence of product safety assessment
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.NA
Evidence
Either
- Link to published risk assessment which includes potential safety hazards, the likelihood and severity of these hazards, and risk controls in place to mitigate or eliminate these hazards.
or
- Internal risk assessment documentation which includes potential safety hazards,the likelihood and severity of these hazards, and risk controls in place to mitigate or eliminate these hazards. Documentation should demonstrate alignment with international standards
and
- Evidence of oversight by board/senior leadership (e.g., ESG Committee minutes, board meeting papers)
Optional supplementary evidence:
- Examples of product safety testing reports to identify and mitigate potential safety risks. This testing may include performance testing, durability testing, and safety testing to ensure that the product is safe to use
- Guidance provided to technical and product teams on how to identify and record potential safety hazards
Topic areas
Safe products and services
About this question
This question asks for a structured and strategic approach to the social aspects of design. It explores social elements in product design and development including equity (e.g., sizing, tailoring and pricing for inclusion), accessibility (e.g., adaptations for disability), health (e.g., ergonomic design or reduced chemicals), community (e.g., supporting local business, minority-led businesses and groups). Companies can select the area in which their strategy is focused. We are looking for evidence of targets to increase the availability of inclusive, accessible products.
To drive effective progress, targets should be specific, measurable, achievable, realistic and time bound. Targets should be approved by the company’s senior management, and relevant employees should be accountable for the monitoring and achievement of KPIs.
- Answer yes if you can provide evidence that your company has formal targets in place related to providing customers with more inclusive or accessible product across its ranges
- Answer no if your company has not set any formal targets related to inclusive and accessible products
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.NQ
Evidence
Either
- Link to published product and service accessibility targets (e.g. DEI strategy, Retail/Product strategy, ESG strategy or report, corporate website, Annual Report and Accounts)
or
- Internal strategies, plans or programs documentation indicating targets
and
- Evidence of oversight by board/senior leadership (e.g., ESG Committee minutes, Board papers) Evidence
Topic areas
Accessible and inclusive products and services
About this question
Removing barriers for customers, making the shopping experience meaningful and usable for as many people as possible, and achieving an equitable experience for all is a critical part of a company’s social strategy.
This question asks for a structured and strategic approach, and especially the existence of targets, to improving accessibility and inclusion of the shopping experience throughout the customer journey. For example, systematically addressing access issues across brick and mortar stores, and/or ensuring websites and mobile platforms meet international accessibility guidelines. Companies can select the area in which their strategy is focused.
To drive effective progress, targets should be specific, measurable, achievable, realistic and time bound. Targets should be approved by the company’s senior management, and relevant employees should be accountable for the monitoring and achievement of KPIs.
- Answer yes if you can provide evidence that your company has formal targets in place to increase accessibility and inclusivity for customers across the customer journey
- Answer no if your company does not have any formal targets related to inclusive and accessible shopping experiences
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.Ng
Evidence
Either
- Link to published targets (e.g., DEI strategy, Web/digital strategy, premises improvement strategy, ESG strategy or report, corporate website, Annual Report and Accounts)
or
- Internal strategies, plans or program documentation indicating targets
and
- Evidence of oversight by board/senior leadership (e.g., ESG Committee minutes, Board papers)
Topic areas
Accessible and inclusive products and services
About this question
There are numerous approaches to developing social improvement programs for both accessible and inclusive products. Inclusive products and services refers to an intentional strategy to recognize and serve the needs of diverse customer groups.
There are many opportunities to make your company’s products relevant and available to a wider range of people and communities. Examples include increasing the range of sizes for all genders available at the same price point, having a process to check that language and imagery is respectful and inclusive of diverse cultures, offering face and body cosmetics for all skin tones, hair products for all hair types and so on.
This question seeks evidence that there is a strategic plan in place to achieve progress in inclusive and accessible products, systematically over time.
- Answer yes if you can provide evidence that your company has a documented strategic plan in place for increasing accessible and inclusive products
- Answer no if your company does not have a documented strategic plan for increasing accessible and inclusive products
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.Nw
Evidence
Either
- Link to published strategy or implementation program, reports on progress and metrics
or
- Internal strategy or implementation program documentation
and
- Evidence of oversight by board/senior leadership (e.g., ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Examples/screenshots of evidence of program implementation (e.g., inclusive design guidelines, accessibility testing reports, user feedback, accessibility and inclusion training)
Topic areas
Accessible and inclusive products and services
About this question
It is important for companies to develop an improvement program aimed at increasing the accessibility of the shopping experience for consumers.
This question seeks evidence that your company has a strategic plan in place to achieve progress in providing inclusive and accessible shopping experiences, systematically over time.
- Answer yes if you can provide evidence that your company has a documented strategic plan in place for increasing accessibility and inclusivity of consumer shopping experiences over time
- Answer no if your company does not have a documented strategic plan for increasing accessible and inclusive shopping experiences for consumers
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.OA
Evidence
Either
- Link to published strategy or implementation program (e.g., improving product design and development processes, improving retail experience strategies, providing accessibility training to employees, and implementing accessibility testing and quality assurance processes.)
or
- Internal strategy or implementation program documentation and
- Evidence of oversight by board/senior leadership (e.g ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Examples/screenshots of evidence of program implementation (e.g., funding for accessibility testing, training, and development resources, the allocation of employee time and expertise to work on improvement and accessibility-related projects.
Topic areas
Accessible and inclusive products and services
About this question
Building the capacity of your company towards progress is enhanced by providing front-line employees and marketing staff with training and guidance on key topics.
Customer service, sales and marketing employees are the public face of your company, and it is important that they are trained and empowered to provide a high standard of service that welcomes and serves the needs of all customers. A pro-active, positive, motivated, and competent workforce is a way to ensure your company’s accessibility and inclusion goals are delivered.
This question seeks evidence of a proactive approach to increasing knowledge and awareness in the areas of accessible and inclusive products and services and responsible marketing.
- Answer yes if you can provide evidence that your company trained front-line employees and/or marketing employees on key topics relating to responsible, inclusive and accessible products and services
- Answer no if your company did not train front-line and/or marketing employees on responsible, inclusive and accessibility topics during the reporting period
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.OQ
Evidence
Either
- Link to published strategy or implementation program (e.g., improving product design and development processes, improving retail experience strategies, providing accessibility training to employees, and implementing accessibility testing and quality assurance processes.)
or
- Internal strategy or implementation program documentation and
- Evidence of oversight by board/senior leadership (e.g ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Examples/screenshots of evidence of program implementation (e.g., funding for accessibility testing, training, and development resources, the allocation of employee time and expertise to work on improvement and accessibility-related projects.
Topic areas
Accessible and inclusive products and services, responsible marketing (incl. consumer education)
About this question
Best-practice encourages a company to regularly provide designers and buying teams with training and guidance on responsible, inclusive, respectful and non-discriminatory products and services.
Designers and buyers are at the starting point of your company’s product strategies, and it is critical that they are trained in your company’s approach to responsible, accessible and inclusive products and empowered to bring the strategy to life. A proactive, positive, motivated, and competent workforce is a way to ensure your company’s accessibility and inclusion goals are delivered.
This question seeks evidence of a proactive approach to increasing knowledge and awareness, and building the capacity of your company to make progress.
- Answer yes if you can provide evidence that your company trained buyers and/or designers on key topics relating to responsible, inclusive and accessible products and services
- Answer no if your company did not train buyers and/or designers on responsible, inclusive and accessibility topics during the reporting period
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTA
Evidence
Provide
- Link or documentation of training materials
and
- Attendance records from product design team, or implementation plans and employee feedback on training of product design teams. Evidence must show the date of training falls within specified period. Should also denote percentage of product design team that are included within training
Optional Supplementary evidence:
- Examples of feedback collected from training attendees
- Examples of systems by which customer feedback is captured and fed-back into training materials
Topic areas
Accessible and inclusive products and services, responsible marketing (incl. consumer education)
About this question
Compliance towards on-product environmental and/or social claims is an important responsibility within companies’ external communication strategies. There is increasing pressure from regulators to ensure that companies’ green claims do not mislead consumers into thinking that they are doing more to protect the environment / people than they really are. Companies are required to be able to provide robust evidence of any claims made.
This question asks whether your company has a system in place to ensure that it stays abreast of changing legislation and avoids greenwashing.
- Answer yes if you can provide evidence that your company has implemented a process to ensure that it remains legally compliant and responsible in relation to any green claims made to consumers
- Answer no if your company has not implemented an internal process aligned with green claims guidance in the regions it serves
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTE
Evidence
Provide
- Internal assessment documentation demonstrating alignment with regulations, legally compliant and follows guidance of on-product claims (note different market legislation and guidance)
and
- Evidence of oversight by board/senior leadership of compliance (e.g., ESG Committee minutes, board meeting papers)
Optional supplementary evidence:
- Compliance procedure process document, compliance checks (dated), training records showing evidence of compliance responsibility (with date of training and attendee list), product labeling and advertising materials, and customer feedback
Topic areas
Responsible marketing (incl.consumer education)
About this question
The products customers choose, how they use them, and what they do with them when they are no longer needed, all have a fundamental impact on the environmental footprint of the apparel industry.
As customers start to respond to the climate emergency, they are paying more attention to the environmental impacts of products, demanding more transparency, and making lifestyle changes. There is a growing business case for companies to provide consumers with low carbon products and services, to facilitate the circular economy to reduce waste and increase the durability and lifespan of products, to provide climate information, and guidance to consumers. However, alongside the need to take a lower impact approach to how products are made and sold, there is an overwhelming need for companies to address the issue of over production and consumption.
This question asks whether your company has taken steps to raise awareness and encourage responsible consumption among its consumers. This could include marketing approaches, eco-labelling, lower impact products, promoting longevity, encouraging emotional durability of garments, providing access to end-of-life routes for re-use.
- Answer yes if you can provide evidence that your company has implemented campaigns and initiatives to encourage consumers to make more responsible and ethical choices
- Answer partial yes if you can provide evidence that your company is beginning to identify its approach to support conscious consumption, and has taken some steps towards implementing it
- Answer no if you cannot provide evidence of campaigns or initiatives aimed at encouraging consumers to make more responsible choices
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTI
Evidence
Provide
- Link to implemented public program/campaign e.g., marketing materials, and educational materials
and
- Outline of Internal strategy or implementation program documentation.
Optional supplementary evidence:
- Examples/screenshots of evidence of program implementation (e.g., responsible consumption statements)
Topic areas
Responsible marketing (incl. consumer education)
About this question
The products customers choose, how they use them, and what they do with them when they are no longer needed, all have a fundamental impact on the environmental footprint of the apparel industry.
As customers start to respond to the climate emergency, they are paying more attention to the environmental impacts of products, demanding more transparency, and making lifestyle changes. There is a growing business case for companies to provide consumers with low carbon products and services, to facilitate the circular economy to reduce waste and increase the durability and lifespan of products, to provide climate information, and guidance to consumers.
This question asks whether your company is using its influence to promote responsible use of products. It asks whether your company has implemented any initiatives to promote clothing care practices that increase the longevity of the garment, or which have a lower environmental impact. This could include customer education initiatives, promotion of repair services, initiatives to encourage the re-use of clothing items, a shift away from dry-clean only, encouragement to wash at lower temperatures.
- Answer yes if you can provide evidence that your company has implemented one or more consumer-facing programs to promote responsible, or lower impact clothing-care practices
- Answer no if your company has not implemented consumer-facing responsible clothing-care practices
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTM
Evidence
Provide
- Link to implemented public program/campaign e.g., marketing materials, and educational materials)
and
- Outline of Internal strategy or implementation program documentation
Optional supplementary evidence:
- Clothing care labeling that goes beyond legal compliance, screenshots of wider campaigns to promote responsible clothing-care practices (e.g., clothing care guides, media campaigns) and examples of metrics and reporting
Topic areas
Responsible marketing (incl. consumer education)
About this question
Accessible products and services remove barriers for customers, ensuring that the shopping experience is an equitable experience for everyone, whatever their needs.
This question asks for examples of external validation of your company’s progress towards more accessible and inclusive products and services (certification, standard achievement, public award).
- Answer yes if you can provide evidence that your company has achieved a standard, verification, certification, award or formal benchmark in one or more areas of accessibility or inclusion
- Answer no if you cannot provide any evidence of progress of this kind
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTQ
Evidence
Either
- Link to implemented public awards program ( e.g., Inclusive Fashion and Design Collective Award, Once Be Accessible Certification (Spain)) or certificate of award/standard/verification.
or
- Link to a wider certification on accessibility and inclusion if the award or certification includes accessible products and services in the analysis.
or
- Report from an NGO or third-party using formal external diversity, equity and inclusion benchmarks that include product or service delivery as all or part of the assessment process – for example Stonewall Diversity Champions (UK)
Topic areas
Accessible and inclusive products and services
About this question
This question asks whether your company met the targets or milestones it has set for its strategy on accessible and inclusive products and services during the most recent reporting period. This is an opportunity to evidence accessible and inclusive product development.
- Answer yes if you can provide evidence that 100% of your company annual milestone targets have been fully met
- Answer partial yes if you can provide evidence that at least 50% of your company annual milestone targets have been fully met
- Answer no if less than 50% of your company annual milestone targets have been fully met
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTU
Evidence
Either
- Link to implemented public awards program ( e.g., Inclusive Fashion and Design Collective Award, Once Be Accessible Certification (Spain)) or certificate of award/standard/verification.
or
- Link to a wider certification on accessibility and inclusion if the award or certification includes accessible products and services in the analysis.
or
- Report from an NGO or third-party using formal external diversity, equity and inclusion benchmarks that include product or service delivery as all or part of the assessment process – for example Stonewall Diversity Champions (UK)
Topic areas
Accessible and inclusive products and services
About this question
Companies who make, import, distribute or sell consumer products are responsible for making sure they are safe for consumers to use and following the legal requirements of the region in which they are sold, in relation to issues such as safety testing, record keeping, labeling and recalling faulty or unsafe products.
This question is about safety compliance. It asks for a robust internal process to ensure customers are protected if a safety breach is reported.
- Answer yes if you can provide evidence that your company has a documented process in place to respond to reports of a breach of product safety regulations
- Answer no if you cannot provide evidence of a documented process to respond to a reported breach of product safety regulations
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTY
Evidence
Provide
- Screenshots of internal systems and/or documents and spreadsheets demonstrating a robust internal process for responding to reported breaches of safety (e.g., incidence & investigative reports, testing results, customer complaints). Must evidence the complete process. Whether or not the process was required during the reporting period, is not relevant to the answer
and
- Evidence of oversight by senior leadership (e.g., ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Past case studies or real incidents of product safety – and the process from breach to resolution
Topic areas
Safe products and services
About this question
Companies who make, import, distribute or sell consumer products are responsible for making sure they are safe for consumers to use and following the legal requirements of the region in which they are sold, in relation to issues such as safety testing, record keeping, labeling and recalling faulty or unsafe products.
A product recall is a process to remove potentially harmful products from the market. It is a request to return an entire production run of a product to the maker. This is usually over safety concerns, design defects or labeling errors. Companies typically recall products when defects seem to have safety concerns for customers and affect a large number of customers.
This question asks whether your company has a documented process in place to effectively recall products. We are looking for the process only – whether or not the process was required during the reporting period, is not relevant to the answer.
- Answer yes if you can provide evidence that your company had a documented process in place to recall unsafe or faulty products
- Answer no if you cannot provide evidence of a documented process to recall unsafe or faulty products
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTc
Evidence
Provide
- Screenshots of internal systems and/or documents and spreadsheets demonstrating a robust internal process for product recall. Must evidence the complete process
and
- Evidence of oversight by senior leadership (e.g., ESG Committee minutes, Board papers)
Optional supplementary evidence:
- Past case studies or real incidents where product recall has taken place – and the process from breach to resolution Evidence
Topic areas
Safe products and services
About this question
Progressive companies state and publicly explain their approach towards accessibility, inclusion and responsible marketing. This question is an opportunity to demonstrate leadership through transparency of reporting.
- Answer yes if you can provide evidence that your company has reported publicly on its targets and progress in improving customer accessibility, inclusion and responsible marketing
- Answer partial yes if you can provide evidence that your company has reported publicly on at least one of the three areas above
- Answer no if there has been no public communication of your targets and progress in improving customer accessibility, inclusion and responsible marketing, or if there is no targets and/or progress to report in this regard
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTg
Evidence
Either
- Link to published report or update demonstrating progress against targets and milestones (e.g., ESG report, DEI report, Annual Report and Accounts, progress update on corporate website)
or
- Internal progress report with oversight by senior management (e.g., Board ESG Committee papers)
or
- Report on your company’s progress from a third party assessment framework, NGO or benchmarking organization
Topic areas
Accessible and inclusive products and services, responsible marketing (incl. consumer education), transparency
About this question
This question is an opportunity to demonstrate that your company works collaboratively with stakeholders on strategies to address consumer facing risks and opportunities. Participating in initiatives with other businesses, civil society or governmental groups is an effective way to drive progress in complex issues. Examples could include working with a cross-sector group, NGO’s, a group of businesses, a membership organization.
- Answer yes if you can provide evidence that your company engaged with stakeholders as part of the development and implementation of its consumer strategies or programs
- Answer no if your company did not engage with stakeholders in relation to its consumer strategies or programs, or if you cannot provide evidence of stakeholder engagement
Applicability: Brand, Retailer, Brand and Retailer
Reference ID: scn.MTk
Evidence
Either
- Partnership agreements with e.g NGO, expert consultancy or other third party engaged to carry out stakeholder engagement work
or
- Link or screenshot demonstrating mechanisms used for stakeholder consultation (e.g., survey, grievance mechanism platform)
and
- Internal documents describing process and outcomes of consultation – verified by senior leader
Optional supplementary evidence:
- Screenshot of documents or other materials demonstrating examples of stakeholder feedback
Topic areas
Accessible and inclusive products and services, responsible marketing (incl. consumer education), safe products and services, and stakeholder engagement