Chapter 4 — full chapter
Chapter 4 — full chapter
4.6 Closing the participation loop
Trust in a circular service is built across the full participation journey, not only through the initial invitation. Before participation, people need to understand eligibility, access, cost, timing, and expected outcomes. During participation, the process should be clear and reliable. After participation, the organisation should explain what happened and report back where appropriate.
A take-back programme should explain how returned garments are assessed and whether they are repaired, resold, donated, recycled or discarded. It should also explain what happens to items that are not accepted. A repair service should communicate turnaround times, possible costs, service limitations, and the outcome of the repair.
Closing the loop may also involve sharing aggregate results: how many products were collected, repaired or returned to use; what proportion followed each destination pathway; and what the organisation learned from the process.
In this chapter, transparency therefore means service accountability: making the participation process and its outcome visible to the participant.