The comments on Trusted shop Criteria documents were submitted on 6th and 11th July 2016.
Summary of comments:
1. Regulatory Compliance: OK But Liquor license is repeated twice2. Sustainability: B.1.1.i : Promote ‘enjoy food but don’t waste’ thought among guest by placing posters- NOT REQUIRED3. HR Practices: BVF missing4. Practices and Systems: Restaurant and cinema covered but other sectors are not covered5. Communication: OK6. Goods and Services: Inventory system is not elaborate . Storage of goods not covered7. IT System: OK8. Customer care and support: OK9. Receipts , pricing and accounting: OK
“I with my legal and compliance team have gone through the ‘Criteria Requirements’ for fashion stores and e-shops and found them quiet comprehensive. The certification scheme with ‘TRUSTED’ mark will indeed push retailers to follow global best practices and not just meet customer expectations but exceed them. It is important that we make customers aware of our customer related policies and their rights so that they do not hesitate to demand service, replacements and refunds for unsatisfactory products and services, share valuable feedback and push retailers to continuously work on improvements with a customer centric mindset”.
Dear Mr. Chaturvedi,
We welcome your appreciation of the Trust Mark certification scheme and its objectives. The scheme is customer centric and aims at developing transparency between retailer’s efforts and customer’s expectations
“Shoppers Stop team has actively been involved in developing the scheme for Trusted Shop and Trusted E-Shop. Customer Care has been the very basic fundamental of our organization. It has indeed been very fruitful for all our Customer Care Associates having participated in developing the criteria requirements for the Trusted Marks. It was important to think, breathe, eat, sleep and SPEND like customers to be fully CUSTOMER CENTRIC and we are happy with the results. It not only documents all possible issues of customers that we usually come across and the full proof resolving process but also all issues that need to be looked in to – as we move towards an omni-channel era. We hope all stakeholders will participate actively in successful execution of the scheme. Certification bodies need to equip with required expertise and network to manage the audits effectively. All the check lists and scoring system will help retailers preparing for registration even before the launch of the scheme. I am sure Indian consumers are in for a good time”.
We have gone through the criteria requirements in the category Fashion & Beauty and found it to be very exhaustive. It is a comprehensive list, however, we feel there is a need to populate Background verification of employees resulting in increasing the credentials of the Brands. Remaining of the feedback comments on trusted criteria requirements were already shared on 11th July 2016.
Lifestyle Compliance team has reviewed the ‘Criteria Requirement’ for ‘Trusted shop’ which is quite comprehensive. I believe that this unique “Trusted Certification” initiative of IRF, across formats of modern retail, will enhance best practices among retailers and significantly improve customer confidence and satisfaction.
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