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Post SV Nuremberg is the first amateur sports club to receive the "Verified Service Quality - Sport" certificate
Post SV Nuremberg is the first amateur and grassroots sports club in Germany to receive the prestigious "Verified Service Quality - Sport" certificate. This award, presented by the consulting and market research company SLC Management in cooperation with the testing and certification company SGS INSTITUT FRESENIUS, represents a milestone in the club's history.
Member and customer satisfaction and quality management in various areas - from club communication and infrastructure to sports facilities, staff, sports programmes and club catering - were examined in a comprehensive audit. The positive results confirm the continuous efforts of Bavaria's largest grassroots sports club with almost 18,000 members.
The certificate was ceremoniously presented at the end of January during the opening of Nuremberg Winterwelt. In the presence of Mayor Marcus König, Head of Schools and Sport Cornelia Trinkl and Head of Economics and Science Dr Andrea Heilmaier, the certificate was presented by Prof. Dr. Alfons Madeja (Managing Director, SLC Management) to Andreas Neugebauer, Chairman of the Board of Post SV Nuremberg, and Michael Sommer, Deputy Chairman of the Board of Post SV Nuremberg.
Maximilian Madeja, Managing Director of SLC Management, recognised the club's achievement: "With this award, Post SV has positioned itself as a pioneer in amateur and popular sport in terms of service quality."
Nuremberg's Mayor Marcus König also emphasised the club's outstanding work: "The "Verified Service Quality" certificate is a great confirmation of Post SV's exceptional commitment. It shows that outstanding quality and an active club culture are also possible in popular sport. Congratulations on this milestone - a success that deserves to be celebrated!"
For the club, the globally unique certificate means both recognition and commitment. Andreas Neugebauer, CEO of Post SV, is proud: "We are very happy to be the first grassroots sports club in Germany to receive this award. It proves that our previous measures and investments were the right ones. At the same time, it gives us important pointers on how we can develop further. This motivates us to continue working with full commitment on the quality of our programmes."
The service quality programme of SLC Management, the leading consulting and market research company in the sports sector, is characterised by a comprehensive analysis of service quality at all member and customer contact points. Among other things, this is based on targeted member and customer surveys in all relevant areas as well as mystery and expert checks, which are carried out in cooperation with SGS INSTITUT FRESENIUS.
The aim of this holistic evaluation of all areas of the association is to continuously improve the "member journey" and increase the attractiveness of the association.
Dirk Lindemann from SGS INSTITUT FRESENIUS is impressed by the club's performance: "The club not only offers sporting activities at all levels, but also manages to build an emotional bond with its members. The club has a very special significance for employees, members and the entire region."
With the award and the insights and recommendations for development and optimisation, Post SV Nürnberg believes it is well positioned for the future.
The importance of service quality in amateur sports
Member satisfaction is at the heart of a successful club. Particularly in popular sports, where the focus is often on community and participation, member satisfaction is crucial to long-term success. A high quality of service promotes member satisfaction and thus strengthens member loyalty, which is reflected in a stronger identification with the club.
But what does service quality mean in the context of a grassroots sports club? While many clubs have similar infrastructural requirements - sports facilities, club management, departments, etc. - they often differ considerably in their development. The differences that determine member satisfaction lie in the way in which the services are provided, i.e. in the quality of service. This is where the process comes in. It offers clubs an opportunity to have their services objectively assessed and to identify areas for improvement.
The globally unique "Verified Service Quality" certification procedure
The "Verified Service Quality" is based on a systematic analysis of all points of contact that a member has with the club. This includes, for example, membership, club communication, transport infrastructure, changing rooms and sports facilities as well as club catering. This "Member Journey" is examined on site by the experts from SLC and SGS INSTITUT FRESENIUS using a so-called "mystery check".
Parallel to this, market research is conducted among the association's stakeholders - from members and course participants to volunteer functionaries. They evaluate the same points of contact in a standardised survey. In order to receive the certificate, it is crucial that the club achieves a target score in 85% of the areas analysed, which is based on benchmarks or comparative values for German popular sport.
The advantage of the procedure lies in the combination of member opinions and expert assessments, which enables a comprehensive validation of service quality. It also provides valuable recommendations for action to optimise the club.
What are the benefits of the process and what are the advantages of the certificate for the organisation?
The optimisation of the association's offers and services resulting from the process not only increases the association's attractiveness and member orientation and satisfaction, but also has economic effects. For example, the optimisation of internal processes and service quality often leads to an increase in income as well as an optimisation of expenditure and future investments.
The certificate also plays an important role in the external image of the organisation. It serves as proof of quality for sponsors, politicians, potential members and other stakeholders and significantly improves the organisation's image.
About SLC Management
SLC Management stands for data-based management consulting and has been combining economic thinking with scientific methodology as well as the emotions and passion of the growth markets of sport, leisure and culture for over 30 years.
As the industry leader for management information systems in the sports market, SLC supports market participants with consulting and market research services with Germany's largest representative sports panel. The data forms the basis for solution-orientated concepts and success-oriented (investment) decisions in strategy and operations, which are developed by SLC.
About SGS Institut Fresenius
SGS INSTITUT FRESENIUS is part of SGS, the world's leading testing, inspection and certification company. With its 99,600 employees and an international network of over 2,600 branches and laboratories, SGS sets globally recognised standards for greater safety, efficiency and quality.
Interested? For questions and further information, please contact us at any time
Jens Jaschinski
Diploma in economics
Director Consultancy
E-mail: jaschinski@slc-ag.com
Phone: +49 (0) 911 - 54 81 830
