2.2 What consumers want from products and services – and how standards help
As standards often provide a basis for national legislation and certification schemes, they can be very effective tools in consumer protection.
What consumers want
In general, consumers want:
- The BEST products and services
- For the LEAST cost
- Available to the MOST people
More specifically, products should meet consumers’ expectations in terms of:
- Protection of safety and health
- Fitness for purpose (performance)
- Environmental protection
- Ease of use
- Quality and reliability
- Compatibility between products (interoperability)
- Transparency of product information and labelling
- Protection from false or misleading claims
- Fair competition, hence choice among goods and services and competitive pricing
- Systems of redress, such as complaints handling and processing of claims
- Consistency in the delivery of services
- Suitability of products for vulnerable populations (such as children, persons with disabilities, and the elderly)
Consumer concerns have developed over time and so have standards to address these concerns.
Newer issues that standards address include, but are not limited to:
- Management of customer satisfaction
- Sustainable consumption
- Accessible design
- Personal data protection and privacy issues
- Societal security
- Social responsibility
- Ethical production practices and "values-based" labelling schemes
This reflects societal trends, which include globalization, and the wider scope of consumers’ concerns.