Customer Satisfaction Survey: Cedeo Approval
We want our customers to be happy with our service provision. This is why we commission Cedeo to conduct a Customer Satisfaction Survey. For its latest assessment in 2017, Cedeo approached both clients taking tailor-made courses and those taking general courses. This resulted in 2 certifications: 1 for tailor-made courses and 1 for courses open to all. Of the clients who had commissioned a tailor-made course, > 95% were positive. Of the clients taking open courses, 85 % were positive. The Cedeo requirements were thus fully met and the University of Groningen Language Centre therefore has received Cedeo’s seal of approval.
What is Cedeo Certification?
Cedeo is an independent inspection agency that conducts client satisfaction surveys on commission. The central question in their survey is whether the client feels that the commissioning institute has actually met the expectations raised and agreements made. In order to receive Cedeo certification, the results of the client satisfaction survey must meet a number of requirements.
- In the first place, the client who is interviewed must be very satisfied with the various steps in the preliminary phase, in the execution and in the follow-up
- Secondly, the institution must meet Cedeo’s basic criteria regarding quality, continuity and company orientation. Cedeo will only give its seal of approval if at least 80% of clients says they are ‘satisfied’ to ‘very satisfied’
Quality Frameworks and Quality Criteria: Wulkow Memorandum
Since 2009 a working party of directors from 27 language centres, representing universities from 13 countries in Europe have been meeting every year in Wulkow/Brandenburg, Germany. They meet to discuss and define the strategic role of Language Centres at Institutions of Higher Education in the process of internationalization of Higher Education in Europe by their expertise in teaching languages, fostering language acquisition, multilingual and intercultural communication, and in the areas of life-long learning, employability and social inclusion.
Course participants are asked to evaluate their course, the teacher, the material used, et cetera via evaluation forms. The information derived from these forms is then used to improve our service provision.
Blik op Werk
Since 2014 the Language Centre has been a 'Blik op Werk' certified provider of integration courses. The 'Blik op Werk' quality standard is an insurance of quality and reliable service. DUO will only grant you an allowance if you follow a language course at an institute which is accredited with the Blik op Werk quality standard.
|Last modified:||03 January 2019 4.40 p.m.|