The certificate "TÜV Rheinland certified customer satisfaction" and the test mark are awarded when a service meets expectations from the customer perspective and the majority of customers are satisfied with the service. On the basis of representative samples, TÜV Rheinland carries out customer satisfaction surveys and the results are analyzed and evaluated. It is a standardized method, i.e. standard questionnaires and uniform assessment criteria are applied cross-industry.

The company receives a report on findings, and if they pass, a certificate and the test mark which remains valid for one year.