T/NXXH 077-2024 Active Group standards

T/NXXH 077-2024 Customer satisfaction evaluation in the commercial service industry

Publish Date: 2024-02-28 Implement Date: 2024-03-07 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/NXXH 077-2024

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: -

ICS Name: Production, production management

Publish Date: 2024-02-28

Implement Date: 2024-03-07

Scope

Scope: This document specifies the indicator system, survey design, evaluation model, and statistical analysis methodology used in customer satisfaction evaluations for the commercial services industry. This document is applicable to customer satisfaction evaluations. Main technical content: 3. Terms and definitions: The terms and definitions defined in SB/T 10409 apply to this document. 4. General principles: Customer satisfaction evaluations in the commercial services industry should incorporate findings from related disciplines such as sociology, psychology, and statistics, and adopt models based on correlations or causal relationships to ensure rigorous theoretical foundations and reliable inferences. The indicator system and evaluation methods consider the common characteristics and differences among enterprises in various industries within the commercial services sector, ensuring consistent evaluation criteria and comparability of results across different enterprises. The construction of the evaluation model and sampling surveys should fully consider the distribution and unique characteristics of Chinese commercial services consumers to better align with the actual situation of the industry and ensure practical applicability. 5. Indicator system: The indicator system is designed based on the characteristics of customer satisfaction evaluations in the commercial services industry and the models employed, taking into account the psychological experiences of customers throughout the service process. The basic structure of the indicator system: 5.2.1 Definition: The customer satisfaction evaluation indicator system adopts a four-level structure. The first-level indicator is the customer satisfaction index; the second-level indicators include 8 items used to measure customers' feelings before and after receiving specific services, including 5 cause-based indicators and 2 result-based indicators; the third-level indicators total 29, as listed in Tabl