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GB/T 44894-2024: Guidelines for service quality evaluation of the market and social research agency
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GB/T 44894-2024: Guidelines for service quality evaluation of the market and social research agency

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ICS 03.100.20 CCSA10 National Standard of the People's Republic of China Guidelines for Evaluating the Service Quality of Market and Social Research Institutions Released on October 26, 2024 Implementation on October 26, 2024 State Administration for Market Regulation The National Standardization Administration issued

Table of Contents

Preface III 1 Scope 1 2 Normative references 1 3 Terms and Definitions 1 4 Evaluation Principles 2 4.1 Scientificity 2 4.2 Objectivity 2 4.3 Operability 2 5 Evaluation Index System 2 5.1 Overview 2 5.2 Infrastructure 2 5.3 Service Capabilities 2 5.4 Service Process 2 5.5 Service Results 2 6 Evaluation methods and grading 2 6.1 Evaluation Method 2 6.2 Classification 3 7 Evaluation Process 3 7.1 Overview 3 7.2 Preparation before evaluation 3 7.3 Develop an evaluation plan 3 7.4 Implementation Evaluation 4 7.5 Forming evaluation conclusions 4 8 Evaluation Report 4 9 Evaluation Information Management 4 Appendix A (Informative) Service Quality Evaluation Indicators for Market and Social Survey Institutions 5 References 7 Preface This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1.Structure and drafting rules for standardization documents" Drafting. Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents. This document is proposed and coordinated by the National Technical Committee for Standardization of Market, Public Opinion and Social Surveys (SAC/TC320). This document was drafted by. China National Institute of Standardization, Anhui Zhonghou Intelligent Technology Co., Ltd., Weihai Product Quality Standard Metrology and Inspection Research Institute, Shenzhen Zhongruan Software Technology Development Co., Ltd., Huzhou Nanxun District Baitong Standardization Research Institute, Shaoxing Shuxin Chemical Fiber Co., Ltd., Zhongke Tianwang (Guangdong) Standard Technology Research Co., Ltd., Shaoguan University, Guangdong Jiangmen Quality and Technical Supervision Standards and Coding Institute, Shandong Standards Quality Standard Information Technology Co., Ltd., China Association for Promoting Science and Technology Industrialization, China Standard Technology Group Co., Ltd., China University of Geosciences (Beijing) Zhengzhou Research Institute. The main drafters of this document are. Xu Yingcheng, Hua Chunxiang, Wu Fang, Wang Yanfeng, Lu Chengxu, Fan Zhiping, Qi Kai, Zhang Xin, Feng Wei, Lin Yuchun, Huang Chunyan, Zeng Weihui, Wang Chao, Zhang Bing, Jiang Wenkang, Chen Hui, Miao Decheng, Zhang Tianze, Huang Haihui, and Yue Wen. Guidelines for Evaluating the Service Quality of Market and Social Research Institutions 1 Scope This document establishes the evaluation principles, evaluation index system and evaluation process for the service quality evaluation of market and social survey institutions, and describes the evaluation process. The paper proposes an evaluation method and provides suggestions on grading, evaluation reporting and evaluation information management. This document applies to the service quality evaluation conducted by market and social survey agencies. 2 Normative references This document has no normative references. 3 Terms and Definitions The following terms and definitions apply to this document. 3.1 Research The process of collecting, organizing, analyzing and presenting information based on specific purposes and in accordance with certain standards. Note. Research is also called "study" or "investigation" in practical applications. Compared with survey, research also includes the analysis process. [Source. GB/T 26315-2010, 3.1] 3.2 client Individuals, organizations, institutions or departments that require or commission research projects, which can be internal or external. [Source. GB/T 26316-2023, 3.14] 3.3 fieldworker People who collect data in market, opinion and social surveys. Note. Field staff include but are not limited to interviewers for face-to-face and telephone interviews, appointment takers for qualitative or other research projects, "mystery shoppers" and other Those who collect data through observation and those who collect data at retail outlets all follow the requirements of the service provider. [Source. GB/T 26316-2023, 3.40] 3.4 confidentiality Requirements for protecting information collection, materials, and collected data from unauthorized access. [Source. GB/T 26316-2023, 3.19] 3.5 Service quality service quality Investigate the extent to which service outcomes meet established requirements and customer expectations during interactions between service providers and customers. [Source. GB/T 35966-2018, 3.2, with modifications] 3.6 Units that specialize in or mainly engage in market and social survey activities. ...