Measuring Effectiveness

CCODR will monitor the effectiveness of the CODE so as to monitor any trends and identify any variation in the performance of our members, so we can ensure enhanced levels of consumer protection. CCODR will conduct an annual review of its key performance indicators to establish if the measurements are effective and whether there are any priority areas which need to be addressed. CCODR will assess the results of this review and make recommendations as to any improvements or amendments which are required.

Measuring Methods

In order to collect the data to inform the Key Performance Indicators, to ensure the CODE remains relevant and effective, regular Member surveys will be carried out to assess levels of customer satisfaction. Random audits, Third Party Audits (Mystery Shopper style), Developer reviews and assessments of customer satisfaction feedback and complaints will all be carried out to assess and monitor compliance with the CODE and to identify areas for improvement both in the CODE itself and for Members’ application of the CODE.

Presenting the results

CCODR will publish its CODE in an Annual Report for public review.

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The Consumer CODEs Approval Scheme” (CCAS). The CCAS scheme aims to improve customer service standards by

  • The approval and promotion of CODEs of practice through CODE sponsors, approved by the Chartered Trading Standards Institute (CTSI).
  • Protecting consumers with higher levels of customer service.
  • Allowing business to display the CODEs logo to reassure customers.

This allows Consumers to look out for the CTSI logo when selecting a mediator and to be confident that they have chosen an approved mediator who has a commitment to honest business and higher customer standards.

The Consumer CODEs Approval Scheme is facilitated self-regulation. It aims to promote consumer interests by setting out the principles of effective customer service and protection. It goes above and beyond consumer law obligations and sets a higher standard, showing consumers clearly, through the right to display the CTSI approved CODE logo, that CODE members can be trusted. The CCAS scheme has been widely adopted throughout the consumer arena and offers consumers a route to seek recourse where they have a grievance.






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