Customers' Friend Certificate
Certificate Status
Certificate Reference Number
EXPIRED
EUROPA92-HR-93ZP87
Awarded Company
EUROPA 92
This company was certified as meeting the highest standards of customer-oriented conduct and reputational trustworthiness, based on structured evaluation of publicly available data. The certificate is issued following documentary review in line with internationally recognised market research standards.
Certification Program
Customers' Friend 2019/2020
Country
Croatia
ASSESSMENT OVERVIEW
Evaluator
ICERTIAS - International Certification Association GmbH, Zurich, Switzerland
Method
Documentary evaluation of publicly available sources, conducted under ICC/ESOMAR-aligned ethical research standards, assessing corporate reputation and customer-centric conduct.
Assessment Period
2019
Types of Sources Reviewed
Regulatory disclosures, corporate communications, publicly disclosed customer policies, audited financial and operational reports, independent media coverage, and publicly available customer and employee feedback platforms (without the collection or processing of personal data).
Evaluation Framework:
- Customer Relationship: customer sentiment, support experience, interaction history, policy fairness, reputation consistency.
- Organisational Trust: reliability, transparency, policy consistency, responsibility acknowledgement.
- User Experience (UX): navigation ease, process simplicity, interaction speed, accessibility, customer effort.
- Customer Communications: message clarity, information availability, cross-channel consistency, proactive updates.
- Service Operations: responsiveness, resolution quality, first contact resolution, escalation handling, complaint process clarity, follow-up discipline.
Certificate Issue Date
11 February 2019
Certificate Valid Until
15 February 2022