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GOAL FF16 | Products

Product concerns are actively solicited, impartially judged and transparently addressed

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A Future-Fit Business gives a voice to its customers by actively soliciting any concerns they have, impartially investigating them, and fairly and transparently acting to address legitimate grievances.

What this goal means

Other product goals address the ethical marketing of the company’s goods and services, whether they have the potential to cause harm, and how to ensure that goods can be repurposed at the end of their useful life. By living up to all of these goals, a company can minimize the number of concerns its customers have. However, it is still important that customers are able to voice legitimate concerns – and to have those concerns fairly addressed – if they feel that a company has fallen short of meeting its obligations.

These requirements cover both final products designed for end users, and interim goods which are incorporated or processed into final products by other companies.

To be Future-Fit, a company must therefore put in place effective policies and procedures to actively solicit, impartially judge and transparently address customer concerns relating to the environmental and social impact of the goods or services it delivers.

Why this goal is needed...

Despite the best intentions of manufacturers, products often have serious flaws.

According to the OECD, there are more than 17,000 products worldwide that are currently subject to a recall for (at the time of publishing) safety reasons.

Companies that are not transparent or honest about the way they make goods or deliver services can open themselves up to accusations of false claims or litigation.

In 2010, exaggerated claims about the health benefits of one of its products led to a global food company paying $45m in damages in a consumer-led class action suit.

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Want to learn more about this goal?

Download the Action Guide for more information, and find out how to get started.

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