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Certified Customer Satisfaction

Conformity Mark Certified Customer Satisfaction

Certification “Verified Customer Satisfaction” for lasting business success

Customer satisfaction is right at the top of the list of operational success factors: only a customer-centred company orientation allows for long-term business success. The following questions help to determine customer satisfaction: What do customers particularly appreciate about a company's service and where do they think there is room for improvement? Who is so convinced by a company's services that they recommend it to others?

With TÜV NORD, you can answer these and other questions, measure customer satisfaction and recognise your successes with the "Tested Customer Satisfaction" test mark. When you or your customers see our test mark, you will know immediately "This company has satisfied customers " - perfect for sustainable customer loyalty.

You can request a non-binding quote here

Target group

The "Certified Customer Satisfaction" certification is valid across all industries and can be applied to both service and manufacturing companies. It applies to the provision of services and is particularly suitable for service departments such as customer service, assembly or repairs or customer contact centres.

Advantages of “Certified Customer Satisfaction” certification

  • Visualisation of the strengths and weaknesses of your service processes from the customer's perspective
  • Visualisation of which service criteria are particularly important to your customers and which are less so
  • Uncovering so-called blind spots and deriving specific potential for improvement
  • Improved use of resources with higher customer satisfaction
  • Annual customer surveys show developments and trends in customer satisfaction and enable trend analyses
  • Use of the "Tested Customer Satisfaction" seal of approval in customer communication
  • The recommendation rate by customers increases due to increasing customer orientation
  • You benefit from the experience of our auditors: they can provide you with impetus and open up new perspectives and approaches
Customer dialogue between salesperson and employee – symbolic image for customer survey to increase customer satisfaction

Customer survey as an essential element of certification

In addition to the usual audit, certification is based on a meaningful customer survey. This must not have been carried out more than one year ago and must have been conducted by an independent institution. If no such customer survey is available, TÜV NORD can carry it out for you (online, by telephone or by post).

The scope depends on the customer structure and number. The topics will be agreed with you. However, it is always guaranteed that our customer surveys contain meaningful results on various sub-areas such as "recommendation" or "willingness to make a repeat decision" (customer loyalty).

Complaint management is a key topic in the audit

In the audit for the "Certified Customer Satisfaction" certification, the "complaints management" tool in your company is scrutinised and examined from various perspectives. After all, companies should always give their customers the opportunity to provide their organisation with positive feedback or complaints. Effective complaint management with designated responsible persons is therefore an essential component for increasing customer satisfaction and customer loyalty. The tool helps you to retain customers and to recognise and implement their comments as potential for improvement.

The audit process for certification

1

Step 01

Enquiry, offer preparation & explanation

2

Step 02

Commissioning & individual scheduling

3

Step 03

Audit: Understanding the organisation & determining readiness for certification

4

Step 04

Identifying potential for improvement

5

Step 05

Fast four-eye check & certificate creation

6

Step 06

External TÜV certificate

7

Step 07

Continuous further development of the management system & competitiveness

Frequently asked questions

FAQ on the "Certified customer satisfaction" certification

The "Certified Customer Satisfaction" certification is valid across all industries and can be applied to both service and manufacturing companies. It applies to the provision of services and is particularly suitable for service departments such as customer service, assembly or repairs or customer contact centres.

The assessment of "verified customer satisfaction" is carried out through process-orientated document reviews, a customer survey and an on-site audit at your company. The document review can be part of the on-site audit. The on-site audit follows the top-down principle, i.e. the topic of customer satisfaction and complaint management is analysed at various hierarchical levels and from their respective perspectives.

You can use the "Tested Customer Satisfaction" certification as a basis for further certifications, for example for auditing in accordance with ISO 9001 or for the "Certified Service Quality".

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