GB/T27922 Evaluation system for after-sales service of commodity

Service certification background

According to the Regulations of the People's Republic of China on Certification and Accreditation, certification in China is divided into three categories: "products, services, and management systems". Product certification and management system certification have been carried out for many years and have received widespread participation from various organizations, achieving good results. But for service certification, it is still in a relatively new field overall. In 2006, the Ministry of Commerce of China issued the industry standard for the evaluation system of after-sales service for goods, which was upgraded to a national standard in 2011. After sales service certification is the first nationwide industry wide service certification approved by the state in China, officially launched using the GB/T27922 national standard for product after-sales service evaluation system certification. The final level of certificate obtained by the enterprise shall be awarded the corresponding star certificate based on the final rating result (out of 100 points).

What are the scoring criteria for after-sales service system certification?

The evaluation system for after-sales service of goods (GB/T27922) is a standard of evaluation nature, and the purpose of certification is to evaluate excellence. The result of certification is to prove that the enterprise has implemented after-sales service according to the standards and reached a certain height (star level). It is a certification based on a rating system, which measures the level of service capability based on the evaluation score, reaching 70 points (including 70 points) or above, and achieving a standard level of after-sales service;

Achieve a score of 80 or above, with three-star after-sales service;

Achieve a score of 90 or above, with four-star after-sales service;

Achieve a score of 95 or above and receive five-star after-sales service.

Certification conditions for after-sales service system

Obtain the legal personality or its components registered with the national administration for industry and commerce or relevant institutions. According to the standards and requirements of the certification basis, service activities have been identified, corresponding service process systems have been established, and administrative licensing documents required by relevant laws and regulations have been obtained for at least 3 months of normal operation (when applicable).