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Basic data
| Standard ID | GB/T 39887-2021 (GB/T39887-2021) |
| Description (Translated English) | Index systems for evaluating enterprise��s online reputation |
| Sector / Industry | National Standard (Recommended) |
| Classification of Chinese Standard | A10 |
| Word Count Estimation | 10,150 |
| Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration |
GB/T 39887-2021: Index systems for evaluating enterprise’s online reputation
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Index systems for evaluating enterprise's online reputation
ICS 03.080.01
A10
National Standards of People's Republic of China
Enterprise online reputation evaluation index system
Released on 2021-03-09
2021-10-01 implementation
State Administration of Market Supervision and Administration
Issued by the National Standardization Management Committee
Table of contents
Foreword Ⅰ
Introduction Ⅱ
1 Scope 1
2 Terms and definitions 1
3 Evaluation principle 1
4 Evaluation indicators and weights 1
4.1 Index level 1
4.2 Level 1 indicators 2
4.3 Weights of first-level indicators 2
4.4 Secondary indicators and weights 2
5 Online identification service based on online reputation evaluation results 2
5.1 Service requirements 2
5.2 Service Process 2
6 Example 3 of the online reputation evaluation index system for general consumer goods manufacturers
Appendix A (informative appendix) Principles and basic steps of corporate online reputation management 4
Appendix B (informative appendix) Table 5 of the first-level indicator system for online reputation evaluation of general consumer goods manufacturers
Appendix C (informative appendix) Table 6 of the secondary index system for online reputation evaluation of general consumer goods manufacturers
Enterprise online reputation evaluation index system
1 Scope
This standard specifies the principles, evaluation indicators and evaluation methods of online reputation evaluation of enterprises, as well as the online identification services based on evaluation results.
Principles and procedures.
This standard applies to online reputation evaluation and labeling services for enterprises.
2 Terms and definitions
The following terms and definitions apply to this document.
2.1
Onlinereputation
The degree of corporate reputation formed through network transmission and existing in the minds of the Internet public.
Note. Online reputation can also be called online word of mouth.
2.2
Stakeholder interestparty
The subject that has an interest relationship with the evaluation object.
2.3
Online reputation management
Manage and maintain online reputation through measures such as monitoring, responding and proactively publishing their online public opinions.
3 Evaluation principles
The evaluation of online reputation should truly reflect the true views of the online public on the evaluation object, provide a reference for customers or other relevant parties, and provide a reference for the evaluation.
The price target provides an objective basis for diagnosing and improving its business behavior, and the evaluation operation should follow the principles of fairness, justice, and standard science, including.
a) The evaluation data is true, reliable, representative and time-sensitive, and counterfeit evaluation data from stakeholders should be removed;
b) Evaluation data can include evaluation data in public media such as online communities, forums, Weibo, WeChat Moments, and online public sampling surveys.
Check results and expert ratings, etc.;
c) The evaluation indicators should cover the main concerns of the stakeholders of the evaluation object;
d) The weight of the evaluation index should be consistent with the importance of the index and the degree of concern of stakeholders;
e) The scoring criteria should be meticulous and operable;
f) The evaluation results should reflect the actual feelings of the online public, which are comparable and clear and easy to understand, and can be in the form of numbers, grades, or symbols;
g) Pay attention to the timeliness of evaluation results.
4 Evaluation indicators and weights
4.1 Index classification
Online reputation evaluation adopts a two-level indicator system, and different first-level indicators can be selected to evaluate the online reputation of different types of enterprises.
There are several secondary indicators corresponding to specific data sources under the standard.
4.2 First-level indicators
The first-level indicators of online reputation evaluation can be selected from the following indicators, or additional indicators can be added according to the characteristics of the products and services provided.
a) Product. The quality, function, performance, price, novelty, reliability, etc. of the product or service provided;
b) After-sales service. product maintenance, waste recycling, quality accident handling, user complaint handling, etc.;
c) Integrity. the information disclosure, compliance, and trustworthiness of the upstream and downstream direct stakeholders;
d) Friendliness. respecting the interests of upstream and downstream stakeholders, so that the relevant parties can be assured and entrusted;
e) Online reputation management. the legality, perfection and effectiveness of online reputation management measures, which may include the quality of its own products and services
Management system, timely response and processing of network-related information, etc.;
f) User experience. the user's overall experience of goods or services, such as user satisfaction, loyalty,
Attention, etc.;
g) The overall feelings of the supplier. the feelings and evaluations of the upstream supplier in cooperation with the company.
Note. See Appendix A for the principles and basic steps of corporate online reputation management.
4.3 Weights of first-level indicators
The weight setting of the first-level indicators should be consistent with the importance to stakeholders. Online reputation evaluation of general consumer goods manufacturers
For the weights of level indicators, please refer to the weight scores given in Appendix B Table B.1.In compliance with the above "evaluation principles", the data can be
The weights of the first-level indicators are adjusted based on the availability and accuracy. The same right should be used for the same industry or the same type of enterprise
In order to increase the comparability of the evaluation results.
4.4 Secondary indicators and weights
The selection of secondary indicators, the scoring rules, and the determination of weights should consider the characteristics of the company and the products and services provided, the composition of the primary indicators, and the
Factors such as the availability of data should comply with the above-mentioned "evaluation principles" and take into account the availability of data.
5 Online identification service based on online reputation evaluation results
5.1 Service requirements
The online identification service shall meet the following requirements.
a) Based on the results of online reputation evaluation, comply with the principle of "evaluate first, and then issue labels after the evaluation is passed";
b) During the service process, accept user complaints and feedback in real time, actively collect credit data when necessary, and analyze it to ensure the evaluation results
The timeliness of the results;
c) Disclose complete online reputation information in a timely manner through the identification link, and take warnings and urge enterprises to deal with user disputes and responses when necessary.
Measures such as reviewing and revoking label authorization, promote the integrity of the performance of the enterprise contract and protect the rights and interests of consumers.
5.2 Service Process
The main workflow of online identification services includes.
a) The enterprise submits an application to the service organization.
b) The service organization collects relevant data and evaluates the online reputation of the company.
c) When the evaluation results meet the credibility requirements, the two parties sign an agreement to authorize the company to use the online logo; if the requirements are not met, the
The use of the online logo is authorized after the periodical rectification meets the requirements.
d) When companies use online logos, service organizations should conduct real-time monitoring and evaluation of their online reputation. Once untrustworthy is discovered,
Enterprises should be urged to rectify and reform. When it is found that the problem of untrustworthiness is serious, a warning should be issued on the logo link page or the logo authorization should be revoked, etc.
Measures to maintain the authority of the logo and protect the rights and interests of consumers.
e) The service organization shall periodically re-evaluate the enterprise, and then deal with it according to the provisions of c) after re-evaluation.
6 Examples of online reputation evaluation index systems for general consumer goods manufacturers
Refer to Appendix B and Appendix C for the first-level and second-level indicators of online reputation evaluation of general consumer goods manufacturers, and can be based on the above
The provisions in the "Evaluation Principles" will be adjusted.
Appendix A
(Informative appendix)
Principles and Basic Steps of Enterprise Online Reputation Management
A.1 Principles of Enterprise Online Reputation Management
The main principles of corporate online reputation management include.
a) Authenticity. The company's release of information and response to online public opinion should be based on facts;
b) Timeliness. Companies should monitor online reputation status in real time, respond to events that are not conducive to the company's online reputation in a timely manner, and eliminate
misunderstanding;
c) Systematic. Adopt a holistic and coordinated point of view to view the online reputation of enterprises, and implement online reputation policies under a consistent management framework
Planning, management realization, inspection and analysis and improvement.
A.2 Basic steps of enterprise online reputation management
Enterprise online reputation management includes but is not limited to the following steps.
a) Planning.
---Determine the requirements of the company's online reputation management;
---Establish the policies and objectives of the company's online reputation management;
---Clarify the process related to the company's online reputation management.
b) Management realization.
---Clarify the company's online reputation management functions;
---Configure the required resources;
---Specify effective control methods for each process, such as information release, online reputation monitoring, bad information response, risk response, etc.
aspect;
---Specify the evaluation method and risk and crisis emergency response plan of each process result.
c) Inspection and analysis.
Apply evaluation methods to check and analyze the process and results.
d) Improvement.
---Check and analyze the results used to improve the strategies and measures of the company's online reputation management;
--- Implement the above measures cyclically to achieve continuous improvement of online reputation management.
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