The Customers' Friend Declaration

The Customers’ Friend Declaration is a core element of the Customers’ Friend certification program developed by ICERTIAS. It sets out a structured framework of values and operational principles that certified organizations must formally endorse and implement.

By signing the declaration, companies commit to upholding high standards in customer engagement, business ethics, and stakeholder responsibility. The declaration is not merely symbolic, but it represents a binding commitment to sustained excellence in service and integrity in practice.

Adherence to these principles is a prerequisite for earning and maintaining the Customers’ Friend certificate. More importantly, the declaration supports a broader culture of trust, transparency, and accountability, fostering long-term stakeholder relationships and contributing to resilient market ecosystems.
 

Key Principles of the Customers’ Friend Declaration

1. Customer satisfaction as a strategic priority
   Organizations pledge to place customer satisfaction at the center of their operations, striving to meet and exceed expectations through consistent service quality and responsiveness.

2. Trust-based relationships
   Companies commit to building transparent, respectful, and honest relationships with customers, recognizing that long-term value is rooted in mutual trust.
3. Excellence in customer interaction
   Customer engagement is guided by professionalism, empathy, and expertise. Every interaction is viewed as an opportunity to reinforce reliability and credibility.
4. Respect for human rights
   Signatories align their operations with internationally recognized human rights standards, including the Universal Declaration of Human Rights and related UN covenants.
5. Legal and regulatory compliance
   Certified organizations are expected to adhere to all applicable laws, especially those related to consumer protection, labor practices, and employee rights in the jurisdictions where they operate.
6. Equality and non-discrimination
   All customers are treated fairly and without bias, regardless of gender, sexual orientation, ethnicity, nationality, religion, or other personal characteristics.
7. Contribution to quality of life
   Products and services should contribute positively to customer well-being, promoting health, convenience, safety, and overall quality of life.
8. Employee well-being as a service enabler
   Recognizing the link between internal culture and external service, companies commit to fostering healthy, supportive, and equitable working environments.
9. Environmental responsibility
   Businesses are expected to minimize their environmental footprint by adopting sustainable practices and demonstrating ecological accountability.
10. Zero tolerance for corruption
    Integrity underpins all business conduct. Companies pledge to reject corrupt practices in all forms and promote ethical decision-making across their value chains.
11. Constructive dispute resolution
    Organizations agree to resolve conflicts transparently and in good faith, favoring dialogue and mediation over litigation whenever feasible.