T/CECC 025-2024 Active Group standards

T/CECC 025-2024 Consumer electronics customer satisfaction evaluation specification

Publish Date: 2024-01-17 Implement Date: 2024-01-17 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/CECC 025-2024

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: -

ICS Name: Integrated services

Publish Date: 2024-01-17

Implement Date: 2024-01-17

Scope

Scope: This document specifies the general principles of customer satisfaction evaluation for consumer electronics, the organization and personnel involved in the evaluation, the evaluation process, evaluation indicators, evaluation scales, satisfaction calculation, evaluation implementation, grade classification explanation, evaluation result release, and evaluation improvement. This document is applicable to customer satisfaction evaluation for consumer electronics. Main technical content: This standard specifies the general principles of customer satisfaction evaluation for consumer electronics, the evaluation process, evaluation indicators, evaluation models, data collection, data processing, evaluation result release, and evaluation improvement. Among them: 1. The general principles of evaluation mainly regulate the evaluation of customer satisfaction for consumer electronics from aspects such as consumer electronics categories, resource management, evaluation personnel, survey questionnaires, and evaluation mechanisms; 2. The evaluation process mainly puts forward corresponding requirements for three parts: preliminary preparation, scheme design, and scheme implementation; 3. The evaluation indicators mainly include six aspects: telephone service, online service, store sales service, delivery and installation service, on-site repair service, and acceptance service; 4. The evaluation models mainly set clear requirements for structural equation models and service performance models; 5. Data collection mainly requires data collection through designing a sampling plan, selecting survey methods, designing survey questionnaires, and conducting pre-survey steps; 6. Data processing mainly stipulates three aspects: data preprocessing, model calculation, and evaluation result analysis; 7. Evaluation result release mainly stipulates the public announcement time, evaluation service providers, and improvement indicators for services; 8. Evaluation improvement mainly prop