T/CAICI 87-2024 Information and Communications Industry User Satisfaction Service Organization Construction Guideline

Scope

Main technical content: This document proposes the basic concept of building a user-satisfied service organization. - **Customer-centricity**: The purpose of service is to create value for users and gain their feedback. Therefore, all service processes should adhere to the principle of putting users first. - **Full participation**: Staff directly interacting with users play a crucial role in shaping their service experience, while the work of other support staff may also affect user satisfaction. The quality and skills of service personnel are essential to enhancing user experience. Continuous learning and training are needed to improve staff competence and deliver better service quality. - **High-quality service**: Service organizations must establish the right service mindset, enhance service capabilities, improve service management, and standardize service processes to improve service quality and deliver excellent user experiences. - **User satisfaction**: The ultimate measure of service quality is user satisfaction, which primarily stems from user evaluations. Service providers should aim to exceed user expectations and continuously enhance user satisfaction. See Figure 1 for a schematic of user-satisfied service. This document details the requirements for building user-satisfied service organizations in the information and communication industry and serves as the primary reference for basic telecom enterprises to implement user-satisfied service initiatives. It includes four appendices that specify specific requirements and evaluation methods for user-satisfied service organizations of different scales and service types: - **Appendix A (Normative Appendix): Evaluation of User-Satisfied Service Enterprises in the Information and Communication Industry** - **Appendix B (Normative Appendix): Evaluation of User-Satisfied Service Sites in the Information and Communication Industry** - **Appendix C (Normative Appendix): Evaluation of User-Satisfied S

Development Information

Related Standards