Measures organisations can take to redefine and enhance consumer trust

A stronger focus towards ESG compliance would ensure long-term profitability, enhance consumer trust and sustainability for organisations.
Measures organisations can take to redefine and enhance consumer trust

With the Indian consumer market experiencing remarkable growth, India is set to play a pivotal role in the global consumer landscape. Businesses are expected to take cognizance of the way they conduct business and how it impacts the society at large. Environmental, Social and Governance (ESG) factors have emerged as key pillars that influence reputation, resilience, and long-term success of an organisation. As organisations grapple with the challenges of sustainable development and ethical operations, ESG integrity emerges as a critical touchstone for gaining consumer trust. 

Non-compliance of “ESG” regulations may result in significant penalties and reputational loss due to the heightened expectations for corporate responsibility on environment and social equity. As per KPMG in India’s POV, ‘Redefining Consumer Trust’, enforcement by Indian regulators is expected to become stricter as the “ESG” environment matures in India. Organisations need to be proactive in effectively mitigating the “ESG” risks to ensure long-term sustainability and enhance financial performance. But how can they mitigate ESG integrity risks? As a first step, organisations can include mitigating the “ESG” integrity risks in their existing risk management framework. Having a dedicated “ESG” risk oversight structure will ensure adequate “ESG” compliance and remediation measures for “ESG” related incidents”.

Below are recommended measures that organisations can take to address ESG integrity risks and gain consumer trust:

Risk

While the ESG landscape is still evolving in India and across the globe, multiple organisations have implemented best practices for responsible sourcing, which set clear requirements for third parties associated with them on various parameters such as traceability, labour practices, and environmental impacts. Innovative approaches such as blockchain technology are being explored to enhance supply chain traceability and integrity and to track food products from farm to store, improving food safety and transparency.

With the ESG regulations becoming progressively stringent, organisations must implement robust ESG governance framework, strengthen supply chain traceability and foster a culture of transparency and accountability throughout the product lifecycle. The advent of social media has led to consumers exercising greater scrutiny while taking purchasing decisions, with a preference towards ESG oriented organisations. Hence, a stronger focus towards ESG compliance would ensure long-term profitability, enhance consumer trust and sustainability for organisations.

A version of this article was published by Financial Express Online on Sep 19, 2024. The same can be read here

Author

Namrata Rana

Partner and National Head for ESG

KPMG in India

Mustafa Surka

Partner, Forensic Services, Risk Advisory Consumer Markets & Retail Leader

KPMG in India


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