You told us what great service looks like—and we listened.
Over the past year, CCOF gathered feedback from members, inspectors, and staff to better understand what contributes to a positive certification experience and where we can improve. Through member listening sessions, one-on-one interviews, staff workshops, and multiple surveys, we heard directly from the people we serve.
Members consistently shared that they value responsive communication, clear expectations, knowledgeable support, and strong partnership. Those conversations helped shape a new set of Customer Service Principles that will guide how we serve our members and support the organic community.
Why These Principles Matter
Organic certification can be complex. Whether you are applying for certification, navigating annual renewal, preparing for an inspection, or responding to certification requests, the quality of service you receive has a meaningful impact on your experience.
These Customer Service Principles establish a shared commitment across CCOF and provide a consistent foundation for how we communicate, collaborate, and support our members. They reflect what we heard from members and reinforce our commitment to providing certification services with professionalism, care, and accountability.
We are grateful to every member who participated in interviews, listening sessions, and surveys. Your feedback directly influenced these commitments and helped identify opportunities for improvement.
What We Are Working on Next
- Integrating the Customer Service Principles into training, systems, and resources.
• Continuing efforts to streamline processes and reduce administrative burden.
• Improving access to information and resources for both members and staff.
• Evaluating technology improvements that make certification easier to navigate.
• Using member feedback to identify opportunities for continuous improvement.
A Continuing Commitment
Organic certification is built on partnership. As regulations, technology, and industry needs continue to evolve, our commitment to serving members remains constant.
These Customer Service Principles reflect our promise to deliver responsive service, clear communication, strong partnerships, and continuous improvement. We look forward to continuing to serve the organic community with care, professionalism, and accountability.
