This metric is based on the Global Reporting Initiative (GRI) G4 Guidelines. It covers one of the requirements of Indicator G4-PR9 - 'Total monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services'.
Customer satisfaction is one measure of an organization’s sensitivity to its customers’ needs and preferences and, from an organizational perspective, is essential for long-term success. In the context of sustainability, customer satisfaction provides insight into how the organization approaches its relationship with one stakeholder group (customers). It may also be used in combination with other sustainability measures.
Customers’ needs and preferences may differ by gender and other diversity factors. Customer satisfaction may provide insights into the degree to which an organization considers the needs of other stakeholders.
This metric is looking for the total monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.
For WikiRate researchers:
Identify administrative or judicial sanctions levied against the organization for failure to comply with laws and regulations, including international declarations, conventions and treaties, and national, sub-national, regional, and local regulations concerning the provision and use of the organization’s products and services. Relevant information for this Indicator includes data from G4-PR2, G4-PR4, and G4-PR7.
If no significant fines for non-compliance with laws and regulations concerning the provision and use of products and services have been noted, please add “0” as the answer and include a brief statement of this fact as a comment to the value. If the company does not report this Indicator, submit the answer as “Unknown”.