Cofek Consumer Responsibility and Performance Index (CRPI)

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 What does Cofek’s CRPI look for?

The CPRI indicator set addresses the effects of products and services management on customers and users. Companies and organizations are expected to exercise due care in the design of their products and services to ensure they are fit for their intended use and do not pose unintended hazards to health and safety.

In addition, communications related to both products and services and users need to take into consideration the information needs of customers and their rights to privacy. The Indicators are primarily structured in pairs, with a core indicator seeking disclosure on the processes in place to address the aspect, and an additional indicator to report on degree of compliance.
1.0 Health and Safety
HS1 – Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures.
HS2 – Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services, by type of outcomes.
Product/Service Labeling
PSL1 – Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.
PSL2  – Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes.
PSL3 – Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.
2.0 Marketing and Advertising Communications
Marketing communications are designed to influence opinions and purchasing decisions. Marketing communications that do not conform to generally accepted ethical or cultural standards, privacy intrusion, dual standards, or attempts to influence vulnerable audiences such as children, can be a significant issue for stakeholders, as shown by the growth of consumer activism.
Marketing approaches that are seen as inappropriate can incur risks for organizations, including alienation of customers and other stakeholders, damage to reputation, financial costs, and legislative action.
MAC1 – Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship.
MAC2 – Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship, by type of outcomes.
3.0 Customer and Consumer Privacy
CCP1 – Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.
4.0 Compliance
C1 Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services
5.0 Product and service information/labeling
Information and labeling are used synonymously and describe communication delivered with the product or service describing its characteristics.
6.0 Customer/Consumer Privacy
The right of the customer or consumer to privacy and personal refuge, including matters such as the protection of data, the use of information/data only for its original intended purpose (unless specifically agreed otherwise), the obligation to observe confidentiality, and protection from misuse or theft. A customer is understood to include end-customers (consumer) as well as business-to-business customers.
7.0 Marketing communication
The combination of strategies, systems, methods, and activities used by an organization to promote its reputation, brands, products, and services to target audiences. Marketing communications can include activities such as advertising, personal selling, promotion, public relations, and sponsorship.

CRPI Relevance
This measure helps to identify the existence and scope of systematic efforts to address health and safety across the life cycle of a product and/or service. Customers expect products and services to perform their intended functions satisfactorily, and not pose a risk to health and safety. This responsibility is not only subject to laws and regulations, but is also addressed in voluntary codes such company visions and missions.

Efforts made to protect the health and safety of those who use or deliver the product/service have direct impacts on a company or an organization’s reputation, the organization’s legal and financial risk due to recall, market differentiation in relation to quality, and employee motivation.

Our tabulation
In each of the following life cycle stages, report whether the health and safety impacts of products and services are assessed for improvement. Each of the 10 aspects score 10 points. Assessment two is carried out after 3 months. For each assessment at least 5 separate assessors are involved. After tabulating their scores and sign against them, Cofek CRPI takes the averages and records the CRPI. The same is measured through other mechanisms – without altering the average assessors figures.



1st assessment

2nd assessment

  1. Development of product concept



  1. Continuous product researcg



  1. Certification by credible agencies



  1. Manufacturing and production and environment



  1. Marketing and promotion



  1. Storage distribution and supply



  1. Use and service



  1. Disposal, reuse, or recycling



  1. Avenue for consumer complaints, procedure, documentation, quality and speed of response – meetings; telephone; online



  1. Overall consumer perception on health, safety and reliability of the product or service



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