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Certified Service & Installation Quality

Conformity Mark Tested Service & Installation Quality

Quality check for technical service companies

From the first contact to after-sales support - the quality of a company's service plays a decisive role for customers. This is especially true when technology and service are provided by the same company: Customers prefer to choose providers for the installation, maintenance and servicing of their systems where they feel they will receive the best possible advice and support.

The "Tested Service & Installation Quality" test mark from TÜV NORD provides you with positive signals in this context. This is because successful certification proves that both the technical installation of the system and the service provided are of a high quality.

Conversely, this means that companies that have been certified for "Tested Service & Installation Quality" find it easier to win new customers and retain existing ones.

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Target group

The target group for the "Tested Service & Installation Quality" certification mark includes companies that offer both technical installations and services and consider their service quality to be a decisive factor in customer retention and acquisition. This certification is aimed at providers who want to strengthen their market position and secure the trust of their customers through proven high quality in installation and support.

Advantages of “Certified Service & Installation Quality” certification

  • Tips for optimising the development of efficient service and assembly management
  • The effectiveness of service and assembly management can be optimised through regular audits
  • Management receives valuable information for strategic decisions through audit feedback from the field
  • The "Tested Service & Assembly Quality" test mark provides marketing support
  • Opportunity to create a unique selling point through excellent service

What constitutes service and installation quality: the contents of the certification

Technical services are generally standardised. As a result, companies in the technical services sector are often unable to differentiate themselves from the competition in terms of quality. Many companies are also relatively close in terms of price.

However, they can score points with their service: Reliable delivery, demonstrable attention to safety-related aspects during installation, courteous employees with a high level of technical expertise, effective communication between customers and the company, responsiveness to customer requests and general reliability. All of this characterises high-quality service and installation quality and is therefore part of our certification process.

The catalogue of criteria for the certification of service and assembly quality includes the following elements:

  • Requirements for the management level: service strategies, service culture, planning, capacities
  • Requirements for the operational areas: Employee qualifications, infrastructure, work equipment, evidence of assembly and installation testing, etc.
  • Professional handling of complaints: Does the complaints management system work?
  • Specifications for technical requirements and regulations
  • Customer surveys are conducted every two years to confirm the quality of service and installation

Your path to certification includes the following steps:

  1. Joint preparation

    First of all, we provide you with the catalogue of criteria for service quality as a basis for testing. We work with you to develop the technical part for the installation quality of your technical service.

  2. Audit phase

    The "service and installation quality" is assessed by means of process-orientated document checks, an on-site audit, random sample testing of installed systems and a customer survey. The document review can be part of the on-site audit. This follows the top-down principle. This means that the topic of service is scrutinised at various hierarchical levels and from their perspectives.

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

  3. Management summary

    After the audit phase, a management summary is created in which the results of the audit are summarised. This is used to decide whether to award the certificate.

  4. Award of certificate

    The certificate and quality mark "Tested service and installation quality" are then awarded.

  5. Marketing and annual inspection

    We support you in your marketing campaigns and work with you on public relations. In order to maintain and develop the high level of service quality in your company, annual monitoring audits are also carried out; customer surveys are repeated every two years.

The audit process for “service and installation quality” certification

1

Step 01

Joint preparation

2

Step 02

Examination phase

3

Step 03

Management Summary

4

Step 04

Issue of certificate

5

Step 05

Marketing and annual audit

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