Welcome to Consumer Reports Advocacy

For 85 years CR has worked for laws and policies that put consumers first. Learn more about CR’s work with policymakers, companies, and consumers to help build a fair and just marketplace at TrustCR.org

Fair Digital Finance Evaluation Framework Fair Digital Finance Evaluation Framework
Fair Digital Finance Evaluation Framework

Principle 4: User-Centricity

Digital finance products and services center user needs and experiences.

 

  • Customers are satisfied with the service they receive.
    • Company regularly surveys users regarding satisfaction.
  • Company provides access to customer service that meets the needs of users.
    • The method for contacting customer service (e.g. phone number or online support) is easy to find (ie, a “Contact” or “Support” page linked from the main site navigation).
    • First tier customer support includes speaking with a person.
    • Multiple ways to engage with customer service (in-person, over phone, email, live chat).
    • Convenient hours to access live customer service (i.e., not limited to business hours and days).
    • Company commits to a customer service response time in legally binding documentation.
    • Customer service is provided in languages other than English.
    • Company discloses use of outsourced customer service providers.
    • Outsourced customer service providers must have appropriate certifications that guarantee data protection by third parties.
    • Users are satisfied with customer service.
  • The company or organization should have effective grievance and remedy mechanisms to address users’ concerns.
    • The company initiates or participates in meetings with stakeholders that represent, advocate on behalf of, or are people directly and adversely impacted by the company’s business.
    • The company has a demonstrated track record of responding to feedback from stakeholders that represent, advocate on behalf of, or are people directly and adversely impacted by the company’s business.
    • Easy to locate, clear and simple way to submit feedback, including complaints and grievances.
    • Clear disclosure of process for responding to complaints.
    • The company reports on the number of complaints received.
    • Company participates in the CFPB consumer complaint process even if not required.
    • The company responds to consumer complaints submitted to the CFPB in a timely manner.
    • As measured via CFPB complaints database, complaint resolution at 100%.
  • Account creation and deletion is simple.
    • The account creation process is intuitive and straightforward.
    • The account deletion process is intuitive and straightforward.
  • App is compatible across platforms.
    • Users can access the app, including account information and core features, across platforms.
  • App allows for third-party logins.
    • App allows for third-party or federated logins.