INSIGHT TO IMPACT: HOW OUR TOOLKIT DRIVES POSITIVE CONSUMER CHANGE - PART TWO
Our research, collaboration and innovation underpins what we do at Consumers International. Through these areas we can drive inclusive policy and better business practice which works for consumers.
Part one of this four-part news series introduced our 6-lever interconnected toolkit that drives our impact. Here in part two, we dive into the role of consumer-led research as the strong foundation guiding change.
CAPTURING THE CONSUMER EXPERIENCE
Since our founding, all of our research has been created with input from our Members. Increasingly it has built in the perspectives of a wider cohort of marketplace actors allowing cross sectoral actors to co-create the solutions. Building research with our Members is essential to understand and respond to the changing consumer experience. Our Members – with their ear to the ground - can quickly record and mobilise the experiences, challenges and changing circumstances of consumers.
Harvesting this data uses a variety of methods, some dating back decades, some embracing the latest technological advances. These range from surveys to focus groups, online complaints portals to social media analysis aided by Artificial Intelligence (AI). Informed by this rich data at the national-level, our research paints a compelling vivid picture of how consumer issues are evolving, improving, pushing consumers into pain.
THE GLOBAL PICTURE
In the last five years our research has become increasingly more sophisticated. Take our indices - these valuable tools provide cross-border and thematic assessments, which gather data points across core pillars of consumer protection. Their results allow Consumers International, Members and partners to measure, track and respond to core consumer issues and latest trends.
For example, our global Consumer Protection and Empowerment Index assesses how countries protect and empower consumers through policies, established networks, institutions and other measures – a first-time look at these areas.
The average global score from our Consumer Protection and Empowerment Index.
The index used robust data sets from sources including the World Bank and Organisation for Economic Co-operation and Development (OECD), to take account of 14 indicators across five pillars. The results enable cross-border comparisons between 80 countries across all continents, highlighting average performance guidelines and specific areas where there is room for improvement.
We have also championed its findings to promote the role of consumer protection, including at the United Nations Trade Conference on Trade and Development, where the Index’s findings helped corroborate the link between consumer protection and economic growth, as we set out to enhance collaboration between consumer groups and governments. It has been featured by leading organisations, such as by the International Energy Agency in their new Indicators Handbook for Just and Inclusive Energy Transitions, as part of the official programme of the G20 Energy Transitions Ministerial Meeting.
IDENTIFYING AND RESPONDING TO CORE ISSUES IN DIGITAL FINANCE
This type of evidence has helped us understand core issues in the digital finance sector. In 2023, our annual Digital Finance Index looked into the state of digital financial services in low- and middle-income countries across four pillars of financial consumer protection. Its second edition in 2024 revealed a positive 7 percentage points improvement, but still identified systemic risks relating to data privacy, complaints handling and redress systems across more than 50 countries.
We focussed on these findings as we developed our Fair Digital Finance Network – a powerful platform of 77 consumer associations from more than 50 countries – to drive impact for consumers. It was also a key tool used by Members to drive conversations and action with regulators – over just three years we saw 10 legislation and industry practice changes made worldwide. We also took our findings to partners who have supported us through various initiatives, including to bolster consumer resilience in digital finance.
RESEARCH SHOWS GROWING CONSUMER VULNERABILITY
In the modern digital marketplace where we now experience rights issues in new and untold ways, our research has redefined thinking on vulnerability. This year we have uncovered just how many of us are exposed to vulnerability.
In October, we released, Building consumer resilience in digital finance – novel research which found that 75% of consumers qualify as financially vulnerable to some degree. This statistic is made worse when considering the large absence of laws and regulation globally to help consumers withstand shocks, resolve disputes and live financially secure lives. This research provides a framework for multiple actors to join with us to deliver trust, protection and inclusion for people in the marketplace.
DEVISING NEW AND INNOVATIVE BUSINESS MODELS
Our research has also been at the forefront of driving inclusive business models and solutions across industry and civil society. It has leveraged our unique access to consumers and agility in pinpointing top issues facing consumers to help navigate complexities in the marketplace.
Our research has also been at the forefront of driving inclusive business models and solutions across industry and civil society. It has leveraged our unique access to consumers and our agility in pinpointing top issues facing consumers to help navigate complexities in the marketplace.
Take our Blueprint for Inclusive Energy Services, supported by Enel, which places urgent focus on consumers often overlooked by the energy system, in particular people over 75 in challenging situations such as low-income or disabilities, and their caregivers.
This is unique because it has established and been guided by cross-sector dialogue, comprising our Members and key industry players - who are right at the interface with consumers and hold some important levers to improve service. In 2026 we will share 10 actionable opportunities for energy industry actors to build new and innovative models which deliver more inclusive energy services and reflect the new realities of our daily lives.
And as technology has enhanced product and data safety concerns, our Trust by Design guidelines developed together with consumer organisations, Internet of Things (IoT) manufacturers and with the support of Vodafone, helps product developers comply with regulatory requirements. It provides practical guidance, case studies and checklists so that manufacturers can reliably build safe and trusted IoT products. Among other things, Cybersecurity Tech Accord has shared its findings and recommendations amongst its 150+ global coalition of technology firms.
We later used our research in 2022 to inform a global call around the need for five baselines IoT security standards. Together with the World Economic Forum’s Council of the Connected World, the Cybersecurity Tech Accord and I Am the Cavalry, we mobilised business, civil society, security researcher communities and government cybersecurity agencies. The statement was endorsed by more than 100 leading organisations.
CONCLUSION
These are just a few of the many ways our research has influenced our approach to protecting consumer rights, built with our Membership and other actors and with the consumer as the leading protagonist.
In the next part - Part three of this four-part series - we will highlight how we have campaigned to raise public awareness of issues facing consumers, alongside some of the community engagement initiatives that have made a difference.