TOURIST QUALITY
BADGES
An initiative of the Usera District Municipal Board of the Madrid City Council to recognize establishments committed to quality, accessibility, sustainability, and visitor service.
Usera District | Madrid City Council
Tourist Quality Badges
The Chinatown Madrid Tourist Quality Badge is a municipal recognition that certifies the commitment of establishments in the district to a quality tourist experience.
Obtaining it is based on a process of diagnosis, training, technical assistance, implementation of improvements, and external evaluation.
What does the badge certify?
The badge certifies that the establishment has demonstrated verifiable progress in quality of service, customer satisfaction, accessibility, and sustainability.
It also recognizes its active participation in a continuous improvement process adapted to the reality of Chinatown Madrid’s business fabric.
Service Quality
Evaluates service delivery, customer service, staff professionalism, hygiene, establishment presentation, and the ability to offer a clear and well-crafted experience to visitors.
Accessibility
Assesses ease of access, circulation, information comprehension, and service to all people, including physical, communicative, linguistic, and sensory criteria.
Customer Satisfaction
Measures the establishment’s ability to understand, serve, and improve its customers’ experience through feedback, surveys, suggestions, incident management, and review monitoring.
Sustainability
Evaluates the incorporation of good environmental, social, and economic practices, such as responsible use of resources, waste reduction, and support for local commerce and products.
Process to Obtain the Badge
The process is organized in consecutive phases: initial diagnosis, awareness and enrollment, training and technical assistance, implementation of improvements, final evaluation, and badge award.
Each establishment receives support to identify its strengths, define improvement actions, and prepare for evaluation.
Scoring System
The evaluation is structured on a total score of 100 points, distributed across four areas of 25 points each: service quality, customer satisfaction, accessibility, and sustainability.
The assessment is based on checklists and observable or documentary evidence, so that each improvement can be verified.
Excellent Level
Distinguishes establishments that achieve between 85 and 100 points and stand out for exemplary best practices, consistent digital presence, active relationship with their customers, and contribution to the neighborhood’s tourism positioning.
Distinguished Level
Certifies establishments that meet most standards, have implemented visible improvements, and achieve between 60 and 84 points. Represents the expected level of tourist quality within the program.
Participant Level
Recognizes establishments that have started the process, participated in training and technical assistance, implemented initial improvements, and achieve between 40 and 59 points. It is the first level of commitment to continuous improvement.
Downloadable Materials
Download the official Chinatown Madrid in Usera materials:
information brochures, neighborhood maps, gastronomic guides, and tourist resources.