AENOR International

HOME >> Quality >> Trade Quality Mark for Small Businesses

Searching for a
certified company?

This is the right
place to find it

AENOR Service Quality Mark This is a management tool for commercial establishments which sets forth the quality requirements for services rendered, thereby enabling customer expectations to be satisfied. It is focused on the service provided, since studies have determined this factor as being the most relevant for consumers when demonstrating their satisfaction with respect to purchases made in small establishments.

The Specification contains service requirements such as courtesy, credibility, response capacity, customer comprehension, reliability, communication, safety and accessibility, requirements regarding tangible elements such as facilities, equipment, furniture, service and products materials and finally, staff requirements such as image and professional competence.

It is a mark that proves compliance with UNE 175001 standard, specially indicated for retail establishments in sectors such as food, clothes (dressmaking footwear), home appliances, furniture and electrical appliances, gifts, jewellery, stationery, etc. and excludes establishments which have as their chief activity the rendering of professional services, such as pharmacies or opticians and the manufacture or repair of products or equipment, or restaurants and workshops.

Certified establishments must adopt an on-going improvements model and annually submit all improvements made to services rendered, based on their own criteria.

Each certificate is valid only for one work centre or commercial establishment, since the quality of the service provided is certified separately for each establishment. Consequently, one application must be submitted for each establishment that is to be certified.

[+] More information

Web page sponsored by Camara de Comercio e Industria de Madrid