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Customers' Friend methodology continues to have the same purpose as before - to seek, detect and verify quality companies on the market that truly have model relationships with their customers and clients. Therefore our goal is to find such companies that every consumer would gladly recommend to their best friends, relatives and colleagues.
FOCUS ON REPUTATION, TRUST, USER EXPERIENCE AND COMMUNICATION
In detecting such companies, we evaluate the same things as before - reputation, user experience, trust and the quality of communication between the company and the public (consumers and media).
ASSESMENT = 21 CATEGORIES
In this evaluation, we are now classifying as many as 21 different subcategories for assesment. For example, "Reputation" is evaluated on the basis of nine separate subsections: Relationship with Customers; Customer Support; Relationship with Employees; Relationship with Business Partners; Innovation Rating; Financial Stability; Quality of Products and Services in the Market; Competitiveness and Social Responsibility.
In "Communication and Social" three subroups are assessed: Media Relations; Digital Communication and Classic Communication. In "User Experience", five subsections are rated: Intuitiveness; Simplicity; Speed; Durability and Availability. Under "Trust" the following categories are evaluated: Competence; Reliability; Integrity and Transparency.
MAIN DIFFERENCE - HOW WE ARRIVE AT THESE ANSWERS
The methodology itself does not differ in terms of the answers we are looking for (ultimately - whether the company has a good relationship with its customers or not; whether it has a good reputation among consumers or not), but rather, how we arrive at these answers.
In the methodology we have introduced a number of additional research elements that make it easier to conclude on the basis of publicly avaliable sources, whether the company is really a «Customers' Friend» or not; whether it deserves to bear the prestigious gold «Customers' Friend medal or not.
