Maintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A customer satisfaction code of conduct consists of promises and related provisions that address issues such as product and service delivery, product returns, handling of personal information of customers, advertising and stipulations concerning particular product and service attributes or performance. A customer satisfaction code of conduct can be part of an effective approach to complaints management. This involves:

a) complaints prevention, by making use of an appropriate customer satisfaction code of conduct;
b) internal complaints handling, for instances when expressions of dissatisfaction are received;

c) external dispute resolution, for situations in which complaints cannot be satisfactorily dealt with internally.

This program provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading. Its use can:

enhance fair trade practices and customer confidence in the organization;

improve customer understanding of what to expect from the organization in terms of its products and services and relations with customers, thereby reducing the likelihood of misunderstandings and complaints;

conduct towards its customers.

The satisfaction of persons or organizations that could or do receive a product or a service from a public or a private organization is the focus of this document.