Quality of service can be defined in a variety of ways. That’s why TÜV NORD CERT GmbH developed an examination procedure organized in several stages to measure the quality of service. Among the examined aspects are a company’s service culture, the reaction time and reliability of its different departments and how a company deals with customer complaints.
DR-WALTER successfully passed the exam in all mentioned areas. The certificate emphasizes the successful service management of DR-WALTER and is proof of the company’s high-quality services since 2011.
How does the verification process work?
Verifying the TÜV certificate takes place as follows:
- 1st year: Certification
- 2nd year: First surveillance audit
- 3rd year: Second surveillance audit
- 4th year: (Re-)Certification...
A major part of the certification procedure is an online survey with at least 5,000 participants. The interviewees positively mention the informational content of the company’s websites and the various possibilities of comparison. Customers also like the personal consultation via phone and the quick and uncomplicated processing of cases. More than 95% of customers say they would choose DR-WALTER again and nine out of ten customers would recommend DR-WALTER and its services to others.
Reinhard Bellinghausen, Managing Director of DR-WALTER GmbH: "We are more than satisfied with the result. The TÜV certificate states that ‘service’ is more than a word to us."
About TÜV NORD Gruppe
With over 10,000 employees in more than 70 countries worldwide, the TÜV NORD Group is actively committed to its national and international customers. Its broad certification, service and testing/inspection portfolio encompasses both specific individual tests/inspections and also management of complex safety solutions. Its subsidiary TÜV NORD CERT GmbH carries out neutral certifications and awards the well-known seal of approval "Geprüfte Service-Qualität" (Certified Quality of Service).