Customer Treatment

A Harris Interactive/RightNow study found that 86% stopped doing business with a company because of a bad customer experience. How does this affect JUSTness—and sales?

Americans feel that a company’s treatment of its customers reflects its culture and values.


Components

Below are Components Americans believed were important in defining JUST customer treatment, and how we are measuring corporate performance for each of them. Click on the Component metrics to learn more.


Provides Fair Pricing and Sales Terms

Are products fairly priced? In our 2015 Survey, over 79% of respondents indicated that appropriate pricing and transparent purchase agreements were important in measuring JUST product attributes.

Pricing Fines and Violations

Description: Amount fined over the past three years from the Consumer Financial Protection Bureau, Consumer Product Safety Commission and the Consumer Product Safety Commission referral to the Justice Department.

Data Source(s): Good Jobs First Violation Tracker
Metric Type: Fine
Geography: US
Unit of Measurement: US Dollars


Maintains Strong Relationships with Customers

Does the company treat customers fairly? In our 2015 Survey, 95% of respondents indicated that knowledgeable and responsive customer service staff was important in measuring JUST customer treatment.


Customer Satisfaction

Description: National customer satisfaction score, covering perceived quality, customer expectations, customer loyalty, customer complaints from recent customers of each company.

Data Source(s): American Customer Satisfaction Index (ACSI)
Metric Type: Performance
Geography: US
Unit of Measurement: Score (0-100)


Controversies in Customer Service

Description: This indicator analyses severity of incidents related to false or misleading advertising, breach of customers’ data privacy, product quality and safety, and anti-competitive practices over the last three years. Scored from 0 (no evidence of incidents) to 5 (most severe).

Data Source(s): Sustainalytics
Metric Type: Controversy
Geography: Global
Unit of Measurement: Score (0-5)


Does Not Discriminate in Customer Treatment

Does the company show bias against certain customers? 95% of respondents indicated that fair & equal treatment of all customers/clients was important in measuring JUST customer treatment.

Controversies In Customer Discrimination

Description: Number of severe and very severe cases (major scandals or systematic risk incidents) in influential and highly influential news sources occurring in the US over the past three years that pertain to customer discrimination.

Data Source(s): RepRisk
Metric Type: Controversy
Geography: US
Unit of Measurement: Number


Protects Customer Privacy

Does the company safeguard their customers’ privacy? According to our 2015 Survey, 94% of respondents indicated that customer privacy was important to measuring JUST customer treatment.

Commitment to Customer Privacy

Description: Commitment to customer privacy, comprising assessments of:

  1. whether the company has a policy to protect customer and general public privacy and integrity;
  2. the highest level position within the company with direct responsibility for privacy and data security matters. This may range from a Chief Privacy Officer (best practice) to low level staff or no one at all. JUST Capital converts MSCI scores to a 0-10 scale as follows: C-suite (Chief Privacy Officer) responsibility a 10, other executives a 7, dedicated staff a 5, contractors a 3 and none a zero; and
  3. whether the company collects and stores personally identifiable data pertaining to individuals, allows those individuals to completely delete their information from the company’s records, or whether the company will do this on their behalf if requested.

Data points 1 and 3 assigned 10 if True and 0 if False.  Data point 2 scored as described.  All three data points are averaged.

Data Source(s):

  1. ASSET4
  2. MSCI
  3. MSCI

Metric Type: Management
Geography: Global
Unit of Measurement: Score (0-10)


Controversies in Customer Privacy

Description: Number of severe and very severe cases (major scandals or systematic risk incidents) in influential and highly influential news sources occurring globally over the past three years that pertain to privacy violations.

Data Source(s): RepRisk
Metric Type: Controversy
Geography: Global
Unit of Measurement: Number