GB/T 19018-2017 Quality management—Customer satisfaction—Guidelines forbusiness-to-consumer electronic commerce transactions

Scope

This standard provides guidance for organizations in planning, designing, developing, implementing, maintaining, and improving effective and efficient B2C ECT systems. This standard is applicable to organizations engaged in or planning to engage in B2C ECT, regardless of their size, type, and activities. This standard is not intended to be part of a consumer contract, nor is it intended to alter the rights or obligations stipulated by existing laws and regulations. This standard aims to help organizations establish a fair, effective, efficient, transparent, and secure B2C ECT system to enhance consumers' confidence in B2C ECT and improve customer satisfaction. This standard is primarily targeted at consumers who transact through B2C ECT systems. This standard can be used as a supplement to an organization's quality management system.

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