T/CAQ 10305-2023 Active Group standards

T/CAQ 10305-2023 Public utility service quality evaluation criteria

Publish Date: 2023-04-25 Implement Date: 2023-04-28 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

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Basic Information

Standard Code: T/CAQ 10305-2023

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: Integrated

ICS Name: Integrated services

Publish Date: 2023-04-25

Implement Date: 2023-04-28

Scope

Scope: This document provides a model, elements, and evaluation process for evaluating the quality of public utility services. This document is applicable to organizations conducting evaluations of the quality of public utility services. Main technical content: The standard is based on customer perception and takes into account the public welfare, natural monopoly, and universality of public utility services from the customer's perspective. It proposes 10 evaluation elements from two dimensions: service quality characteristics and structure-process-result quality, including infrastructure, staffing, service stability, service accuracy, service efficiency, service convenience, service safety, service remedies, fair service, and social responsibility. Using this standard for evaluation can help improve customer satisfaction and the quality of public utility services. The appendix of the standard provides a "Evaluation Index System for the Service Capacity of Public Utility Organizations," which serves as a reference for users regarding evaluation indicators. Additionally, the standard provides a survey questionnaire example using the "power supply industry" as an example.