Commitment to Customers

The GBC requires businesses to publish their commitment to their customers on their website. Businesses will be expected to gather and monitor customer feedback and report the results to their board. Charities and some public sector organisations will be asked more generally about their commitment to their stakeholders.

£122 billion

Amount spent on ethical consumer spending and finance in UK.

Co-op, 2020

Why Commitment to Customers Matters

Great customer service is of the utmost importance when it comes to running and growing your business. It is also a mark of respect to treat your customers fairly and deal appropriately with complaints.

In a competitive environment good customer service will give your business an advantage. We live in an age where people communicate widely and publicly with others, and businesses receiving comments of good or poor service on social media and review websites like Trustpilot, can make a huge difference to their sales and bottom line.

Commitment to Customers in Practice

Case study: How accredited organisations lead by example with excellent customer commitment

We spoke to some of our accredited organisations to explore their proactive efforts in meeting the customer commitment component and how they fulfil client needs.

Showcasing excellence: How GBC accredited organisations demonstrate their commitment to their customers

We spoke to some of our accredited organisations to explore their proactive efforts in meeting the GBC customer commitment component and communicating their commitment as part of their accreditation, to help inspire other organisations.

Case study: “Our commitment to our customers is at the heart of everything we do”

We spoke to colleagues at West Bromwich Building Society to explore their proactive efforts in meeting the GBC customer commitment component and communicating their commitment as part of their accreditation, to help inspire other organisations.

Our Stance on – Responsible Pricing

The current economic environment is amongst the most challenging for businesses in recent memory. A triple threat of distribution problems, labour shortages and inflationary pressures – particularly energy – have all contributed to rising costs for businesses. For working people, living standards are under pressure as prices of many goods and services rise.

Against this backdrop, the Good Business Charter expects all of its accredited organisations to follow responsible pricing, and rejects the practice of profiteering, whereby firms make excessive profits out of people’s needs, especially in times of scarcity.

Profiteering is both unethical, and deeply damaging to business’s reputational value as a force for good, and therefore not compatible with the standards and expectations of the Good Business Charter.