Frequently Asked Questions

What is the Customers' Friend certificate?

Customers’ Friend is an ICERTIAS recognition for verified customer-experience performance, based on transparent, publicly sourced evaluation criteria, and it makes no environmental or ESG claims.

How can a company qualify for the Customers' Friend certificate?

A company qualifies by meeting ICERTIAS’s published customer‑experience benchmarks through independent evaluation of publicly available service data, confirmed by expert review and transparent verification.

What is the purpose of the Customers' Friend certificate?

The certificate provides independently verified recognition of customer-experience performance, helping companies demonstrate service quality using transparent, evidence-based criteria aligned with responsible communication standards.

Who administers the Customers' Friend certification program?

The Customers’ Friend certification is administered by ICERTIAS, an independent Switzerland-based organization specializing in customer experience research and transparent, evidence-based evaluation standards.

Can anyone nominate a company for the Customers' Friend certificate?

Yes, companies may be nominated by consumers, industry stakeholders, or ICERTIAS, with all evaluations based on publicly available, verifiable customer experience data.

What criteria are considered during the evaluation process?

The evaluation considers responsiveness, communication clarity, complaint handling, and service consistency - based on publicly available, verifiable customer experience data, aligned with transparent scoring and review standards.

How long does the evaluation process take?

The evaluation process typically takes between 2 to 6 weeks, depending on data availability and category complexity, with all assessments based on verifiable, customer-facing performance indicators.

Is the Customers' Friend certificate awarded globally?

Yes, the Customers’ Friend certificate is awarded globally, using a standardized, transparent methodology based on publicly verifiable customer experience data across eligible markets and categories.

Can a small or local business receive the Customers' Friend certificate?

Yes, small or local businesses can qualify if they meet the certification’s published customer-experience benchmarks based on verifiable, publicly available service data and transparent evaluation criteria.

How does the Customers' Friend certificate benefit awarded companies?

The certificate strengthens brand credibility by highlighting independently verified customer experience performance, supporting trust-based positioning in competitive markets through transparent, evidence-based recognition.

Can a company use the Customers' Friend logo in its marketing materials?

Yes, certified companies may use the Customers’ Friend logo in approved marketing materials, following official usage guidelines that ensure accurate, transparent, and non-misleading representation of certification status.

Can a company lose the Customers' Friend certificate?

Yes, certification may be suspended or withdrawn if a company no longer meets program standards or misuses the certification in public communications.

Can customers provide input regarding a company’s eligibility for the certificate?

Yes, customers can nominate companies for evaluation or share relevant service experiences considered during the evidence-based assessment process.

How can customers identify companies with the Customers' Friend certificate?

Certified companies can be identified by the official Customers’ Friend logo and verified through a unique digital code linked to the public certification verification page.

Can companies apply for the Customers' Friend certificate multiple times?

Yes, companies may apply for certification multiple times, especially to reflect updated performance data or demonstrate continuous improvement in customer experience delivery.

Are there fees associated with the Customers' Friend certification?

Yes, certification involves a participation fee that covers independent evaluation, expert review, verification, and licensing of approved certification assets under transparent program terms.

Does the Customers' Friend certificate guarantee a flawless customer experience?

No, the certificate does not guarantee perfection - it recognizes verified customer experience performance based on defined benchmarks, transparent methodology, and publicly available evidence.

Can companies from any country apply for the Customers' Friend certificate?

Yes, companies worldwide may apply, provided sufficient verifiable customer experience data exists and the company is not subject to applicable international sanctions or legal restrictions.

Is the Customers' Friend certificate limited to specific sectors or industries?

The certificate is open to most sectors but excludes companies engaged in tobacco, weapons, adult entertainment, gambling, or activities restricted under applicable international laws, public interest, or ethical standards.

Do employees play a role in a company’s eligibility for the certificate?

Yes, employee behavior and service interactions may influence eligibility when reflected in publicly available, verifiable customer experience data relevant to the program’s evaluation criteria.

How does the Customers' Friend certificate contribute to customer loyalty?

The certificate builds customer loyalty by signaling verified service quality, increasing trust through transparent recognition of consistent, customer-focused performance based on objective, publicly sourced evaluation criteria.

How can companies promote their Customers' Friend certificate?

Certified companies may promote the certificate using approved visuals and wording, ensuring accurate, transparent communication with clear linkage to verifiable certification status and program scope.

Does the Customers' Friend certificate focus on specific aspects of customer relations?

Yes, the certificate focuses on measurable aspects of customer relations such as responsiveness, communication clarity, complaint handling, and service consistency - based on publicly verifiable customer experience data.

Are there different levels or tiers within the Customers' Friend certificate?

Yes, certified companies may be recognized at different tiers based on their final evaluation score, with each tier reflecting verified customer experience performance under defined, transparent criteria.

How does the Customers' Friend certificate contribute to a company’s reputation?

The certificate enhances reputation by signaling independently verified service quality, reinforcing trust with stakeholders through transparent, evidence-based recognition of customer experience performance.

How does the Customers' Friend certificate benefit employees?

The certificate reinforces employee pride and motivation by publicly recognizing their role in delivering consistent, high-quality customer experience based on transparent, verifiable performance indicators.