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Quality certification of Service Charters
UNE 93200 Service Charters

Quality certification of Service Charters

Quality certification of Service Charters

Transparent communication with regard to customer services

The objective of the Standard UNE 93200:2008is to specify the minimum requirements of the content and process of elaboration, monitoring and reviewing Service Charters (also known as Commitment Charters), which have become one of the most widely used tools, both by Public Administrations and private companies, to inform users of the services they provide and the commitments they assume in this provision, becoming a fundamental initiative to modernise the management of many organisations.

The Service Charters provide basic support for continuous improvement, facilitating relationships with users, serving to define service standards and making it possible to set ambitious objectives that achieve the greatest possible impact on users.

Compliance with the UNE Standard 93200​ ensures that service charters do not become just a statement of intent that neglects the real point of these instruments, which is to undertake quality commitments that satisfy the expectations of users.

Benefits for your company:

  • Competitive advantages in the market.
  • Added value for clients and transparency in the services provided.
  • Client knowledge and loyalty.
  • Differentiation from the competition.

Benefits regarding users:

  • It demonstrates a commitment to clients through the measurement, monitoring and improvement of aspects that most interest them.
  • It listens to the voice of the client, orienting the people of the organisation towards client satisfaction as one of the central values of the activity.
  • It reorients the organisation's activities towards those which provide more value to the client.

The UNE standard ​93200 Service charters apply to both Public Administrations and private organisations, irrespective of size or complexity.

Thanks to its organisation and structure, the Service Charter certification is compatible with other management systems (such asISO 9001, ISO 14001 and ISO 45001​​), and with the other services certified by AENOR.

Once the audit has been completed, the system implemented will be aligned with the requirements of Standard UNE 93200, the organisation obtains:

  • The AENOR Service Charter Certificate.
  • A license to use the AENOR Certified Service Mark for Service Charters.
AENOR Mark of Service Charters Quality Management

​ for Service Charters

Numerous local and autonomous administrations both within Spain and internationally, and leading service sector companies have opted to certify their charters in order to show their commitment to users.