Social Audits
Marketplace Practices Audit
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Assertion:
The organization consistently interacts with its customers in a fair and
honest way. They also treat competitors, contractors, suppliers and stakeholders
with integrity and respect.
Consumer Protection
Advertising and Marketing
Practices:
The organization markets its products and
services in a truthful way, avoiding false claims. The organization advertises
and markets without discriminating against, or stereotyping, any person or
group.
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Obtain marketing policy and interview marketing personnel to
understand marketing procedures. Review how the organization establishes its
target market, what price it sets and how products will be promoted.
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Interview customers/donors to gauge perception of marketing
practices.
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Discuss with management, marketing personnel and
manufacturing/research personnel whether the organization has disclosed
information about product content and identifiable risks appropriately.
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For not-for-organizations, discuss with management how internal
operations reflect the publicly stated mission and objectives.
Customer Satisfaction:
The organization publicly declares its
customer satisfaction policies, including return policies, exchange policies,
product guarantees, and a customer service telephone number. These policies are
displayed prominently at the point of purchase and/or are made available to
clients.
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Interview marketing manager and customers to determine the
extent of the organization’s customer satisfaction policies.
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Determine if the organization engages the customer in
conversations about products and social goals through interviews with management
and customers.
Suppliers:
The organization makes fair and prompt payment to all contractors and
suppliers.
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Understand controls over disbursement
cycle and vouch payments, as considered necessary, to ensure proper payment.
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Discuss with the procurement agent and
vendors whether the organization attempts to foster long-term stability in supplier relationships. Does
the organization attempt to share information with suppliers and integrate
them into the planning process?
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Interview vendors to determine if the
vendors have any formal social responsibility programs in practice.
Ethics Policy:
Dispute Resolution:
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