Recognizing Leaders in Customer Experience

The Customers' Friend certification is an international recognition developed and awarded by ICERTIAS, the International Certification Association. Based in Switzerland, ICERTIAS is an independent market research organization specializing in data-driven consumer insights. The certification highlights companies that consistently demonstrate high standards in customer experience, based on a transparent evaluation framework and structured secondary market research.

What the Certification Recognizes

Customers' Friend focuses exclusively on observable customer-facing performance. It assesses how organizations engage with customers in areas such as service responsiveness, clarity of communication, complaint handling, and overall post-sale support. These criteria are evaluated using publicly available sources, including consumer review platforms, regulatory records, and customer feedback channels. No unverifiable claims are included in the evaluation process.

Value for Consumers

For consumers, the Customers' Friend certification provides an accessible reference point when evaluating brands and service providers. Because the certification is based on independent research and transparent criteria, it helps consumers make better informed decisions. The program highlights companies that meet established benchmarks for consistency and reliability in customer service, particularly in dimensions that are often difficult to evaluate from the outside.

Value for Businesses

For businesses, Customers' Friend serves as external validation of their performance in customer experience delivery. It can support brand positioning by signaling competence in essential service areas such as post-sale care, resolution handling, and the clarity of information provided to customers. Companies that achieve certification gain an opportunity to differentiate themselves in markets where trust and service execution play a key role in customer loyalty.

Scope of Evaluation

The Customers' Friend certification is not an environmental, ESG, or sustainability label. It does not assess a company's environmental impact, labor practices, human rights performance, or other non-customer-related criteria. The evaluation is strictly limited to customer experience and service quality indicators that are transparent, measurable, and grounded in verifiable data.

Methodology Transparency

All assessments follow a structured and replicable process. ICERTIAS publishes the methodology used in evaluations and clearly outlines which data sources are considered. The organization does not rely on company submissions or unverifiable internal documents. This approach ensures consistency across industries and geographic regions while avoiding subjective interpretation.

Reliable Customer Certification

In a competitive market where customer trust is a key differentiator, the Customers' Friend certification provides both consumers and businesses with a reliable, independent signal of service quality. Through a clearly defined scope, transparent methodology, and strict adherence to regulatory standards, it offers recognition that is both credible and aligned with current consumer protection legislation.