Customer Satisfaction Evaluation

Dear Client,

One of our top priorities is to seek to improve the quality of our services on an ongoing basis. To achieve this, we need your help. Thus, we request that you fill in this questionnaire. The results will enable us to assess your level of satisfaction with TÜV NORD and to include your ideas and suggestions in our ongoing improvement processes.

1. General Information about the company

1.1 Name of the company

1.2 Size of the company

1-50 employees

51-200 employees

201-500 employees

over 500 employees

1.3 In which sector does the company operate?

1.4 Please enter your country and postcode

1.5 Name of the standard(s)

1.6 How did you find out about us?

Personal approach from TN

Corporate Client / good experience

Trade fair / exhibition

Recommendation

Internet

Advertising

Special journal / artivle

Others

2. Assessment of our services

First indicate how satisfied or dissatisfied you are with the following aspects of our service, and then how important or unimportant these criteria are to you.

2.1 Our contact / approach with you

2.1 Satisfaction

2.1 Importance

2.2.1 Satisfaction

2.2.1 Importance

2.2.2 Understandability

2.2.2 Satisfaction

2.2.2 Importance

2.2.3 Satisfaction

2.2.3 Importance

2.3 Preparation and planning of the audit / inspection

2.3 Satisfaction

2.3 Importance

2.4 Remote Audit

If you did avail of the option to have a remote audit please continue with the question about the expertise / competence of our staff.

2.4.1 Quality of Video- and Audio

2.4.1 Satisfaction

2.4.1 Importance

2.4.2 Understandability

2.4.2 Satisfaction

2.4.2 Importance

2.4.3 Satisfaction

2.4.3 Importance

2.5 Expertise / competence of our staff

2.5 Satisfaction

2.5 Importance

2.6 Personal behavior and approach of our staff

2.6 Satisfaction

2.6 Importance

2.7 Adherence to schedule

2.7 Satisfaction

2.7 Importance

2.8 Report of audit / inspection

2.8 Satisfaction

2.8 Importance

2.9 Identifying and recording of potential for improvement / nonconformities

2.9 Satisfaction

2.9 Importance

2.10 Speed of the document processing / creation of the certificate

2.10 Satisfaction

2.10 Importance

2.11 Invoice and invoicing procedure

2.11 Satisfaction

2.11 Importance

2.12 Quality of our services in general

2.12 Satisfaction

2.12 Importance

2.13 Price-performance ratio

2.13 Satisfaction

2.13 Importance

3. General questions

3.1 Was there a reason for a complaint / objection?

Yes

If yes, how satisfied were you with the response to the complaint / objection?

Satisfaction

Importance

3.2 If you were dissatisfied with us, please let us know why:

3.3 How likely are you to recommend TÜV NORD CERT? (10 = Very likely | 1 = Very unlikely)

3.4 Why did you decide to go with TÜV NORD CERT?

3.5 What you always wanted to tell us?

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