AENOR Mark of Commercial Quality

Certification to UNE 175001-1 Standard "Service quality for small retail trade. Part 1: General requirements" establishes the quality requirements for the service provided by commercial establishments which enable the satisfaction of customers expectations. It focuses on the service provided since the studies carried out determined this was the most relevant factor for consumers when expressing their satisfaction regarding a purchasing situation in a small establishment. The Standard contains service requirements, such as courtesy, credibility, ability to answer questions, customer understanding, trust, communication, security and access; tangible element requirements, such as facilities, equipment, furniture, documents on purchase and products, and personnel requirements, such as their image and professional competence.

This Certification applies to the sales activity and additional services carried out in the commercial establishment, irrespective of the type of products and services marketed.
It is especially indicated for retail trade in sectors such as food, fashion (clothes and shoes), household equipment, furniture and household appliances, gifts, jewellery, stationery, etc. excluding of its application the provision of professional services and the manufacturing and repairing of products or equipment.

The process, which starts with the submission of the documentation by the applying establishment, is made up of the following activities, all of which are carried out by AENOR's personnel:

• Review of the application documentation.
  AENOR technical services will verify that the documentation is complete, all necessary documents have been presented and all information has been dully filled in, and will allocate a file number and a technical officer/auditor to be in charge.

• Audit of the service provided by the establishment.
  The service will be reviewed, verifying the compliance with the requirements and the reliability of the information contained in the self-assessment questionnaire, by means of mysterious shopping and/or returning of products.
  During the initial visit, AENOR's services will purchase something without identifying themselves as inspectors: "mysterious purchase".
  Once the purchase and/or return have been completed, the auditor will introduce him/herself to the head of the establishment in order to conduct an assessment of the rest of requirements included in the self-assessment questionnaire.
  At the end of the visit, the inspector will provide the head of the establishment with the conclusions of his/her visit included in an inspector evaluation report. If applicable, the correct implementation of the necessary corrective actions for the appropriate compliance with the content of the Standard will be verified.

• Signature of the contract between the establishment owner and AENOR.
  A contract between the owner and AENOR will be signed in duplicate which will contain the rights and obligations of both parties.

• Issuing of the certificate.
  Once compliance with the requirements of the Standard, or future compliance through specific commitments of the owner, is verified and the relevant agreements have been signed, the Certificate will be issued, with a five-year validity period.

During the years in which the Certificate is in force, AENOR will carry out an annual follow-up audit.
Certified establishments shall adopt a continual improvement model and will, therefore, annually present the improvements they have made to the service provided, according to their own judgement.

Each certificate is valid exclusively for one working site or commercial premise, since the quality of the service provided in each establishment will be certified individually. As a result, an application shall be presented for each establishment wishing to obtain certification.