For us, quality means satisfying customer expectations and needs. It also means regularly exceeding them – in the way we implement not just our core competency but also our entire service provision.
Our brand is the equivalent of a promise and so it is essential that customers receive a standardised service of equally good quality irrespective of where they train. For this reason, we have standard procedures for every stage of the process.
The Quality Management function at Kieser Training is responsible for regular monitoring of compliance with the concept: External checks are carried out incognito by selected customers and internal checks by experienced staff. In addition, we conduct customer and staff surveys and operate a complaint management system.
The results of such checks are made available to facilities as part of the evaluation phase. This allows a comparison between our own perception of how we perform and the perception of others. In addition, the results are analysed and checked for relevance and any potential for innovation. At the same time, the findings are fed back into the development of the concept and the process of Training and Development at Kieser Training.
To document service quality from an external perspective, Kieser Training is also reviewed and certified regularly by the TÜV-Rheinland Group in Germany. Kieser Training in Germany was the first organisation specialising in strength training for health to be certified by the TÜV-Rheinland Group as “suitable for strength exercise; suitable for back training; health oriented prevention”.