Consumer participation in standards

To maximize positive outcomes for consumers, it is vital that the people who buy, use and are impacted by goods and services are at the heart of standards development.

Consumers and standards

Find out how standards benefit consumers and why it’s vital that the consumer voice is heard in standards development. We explain the role of CPIN and the BSI Consumer Forum, and how to get involved.

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Value of consumer perspective

Most organizations do not intend to cause harm to consumers. However, this can happen when:

  • Consumer needs and behaviours are not fully understood
  • New goods or services are rushed to market without adequate research and testing
  • Full range of risks and consequences are not considered.

 

Consumer representatives, such as those from CPIN, speak up for consumers in standards. They bring unique perspective and valuable insight to the table by:

  • Explaining the needs of a wide range of consumers
  • Explaining how consumers use products and services in real life
  • Highlighting risks often missed by businesses
  • Providing evidence of harm
  • Suggesting practical solutions.

See our case study on Lawn Mower Accidents to find out how a consumer representative improved safety by highlighting real consumer behaviour.

 

CPIN reps have contributed to hundreds of British, European and international standards, increasing positive outcomes for consumers. For example:

  • ISO 20488 Online Reviews to improve collection and moderation of reviews, tackle fake reviews and build consumer trust
  • BS 18477 Inclusive Service to help organizations provide a fair and flexible service that supports consumers in vulnerable situations

The consumer stakeholder

National standards bodies, such as BSI in the UK, are obliged to include all relevant stakeholders - including consumers - in standards development. Members of the consumer stakeholder group speak up for consumers in standards and make sure their voice is heard.

A consumer stakeholder can be any independent organization acting in the best interests of consumers. They might be experts on:

  • general consumer issues
  • a specific topic (e.g. electrical safety or sustainability)
  • the needs of particular groups of consumers (e.g. children or disabled people)

Depending on the standard, there might be one or more organizations within the consumer stakeholder group. However, many consumer organizations lack the resources to participate in standards directly. That’s why it is important to have CPIN, which has a specific role to speak up for consumers in British Standards.

CPIN collaborates with other UK consumer organizations via BSI’s Consumer Forum.

Effective consumer representation in standards benefits everyone

Consumers

  • Better customer service
  • Clearer information
  • Greater accessibility, usability and choice
  • Goods that are fit for purpose
  • Reduced risk of harm
  • Improved interoperability and compatibility
  • Effective complaints handling processes
  • Improved sustainability and greener choices

Businesses

  • Understand what customers want and need
  • Meet customer needs and improve customer satisfaction
  • Increase efficiency and cut costs
  • Improve safety and quality
  • Minimize problems and reduce complaints
  • Boost reputation
  • Keep existing customers and win new ones

Government Agencies

  • Comprehensive stakeholder consultation to develop good practice
  • Enhance consumer protection without need for legislation
  • Effectively deliver objectives e.g. consumer safety
  • Provide enforcement agencies with a benchmark of good practice

Standards bodies

  • Fulfil obligation to include all stakeholders
  • Creation of credible and robust standards
  • All perspectives taken into account

Case Study - Lawn mower accidents

When electric lawn mowers were first introduced there was a sudden increase in accidents. Many women were admitted to A&E with terrible foot injuries.

A consumer representative pointed out that old petrol mowers were:

  • heavy
  • most often used by men
  • traditionally pushed up and down the garden in straight lines

 

Whereas new electric mowers were:

  • lighter
  • increasingly used by women
  • used in a similar way to vacuum cleaners, by pushing forwards then pulling backwards, forwards then backwards repeatedly.

 

The old lawn mower standards had been written for petrol mowers and didn’t specify that a guard needed to be put on the back. The consumer representative proposed a change to the standard, which specified a rear guard, and accidents were drastically reduced.

How to get involved

Organizations

Join the BSI Consumer Forum

If you work in consumer protection, join the Consumer Forum to network with other organizations about topical consumer issues and find out about CPIN’s work in key consumer standards.

 

Individuals

Become a CPIN rep

If you would like to make a positive difference to consumers through standards, apply to become a CPIN representative. We welcome consumer champions with a wide range of knowledge, skills and experience. Full training and support will be given.

Contact BSI’s Consumer Team at consumer@bsigroup.com to find out more