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GB/T 19039-2009: General rules of customer satisfaction measurement
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| GB/T 19039-2009 | English | 139 |
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General rules of customer satisfaction measurement
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GB/T 19039-2009
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Basic data | Standard ID | GB/T 19039-2009 (GB/T19039-2009) | | Description (Translated English) | General rules of customer satisfaction measurement | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 6,637 | | Date of Issue | 2009-09-30 | | Date of Implementation | 2009-12-01 | | Regulation (derived from) | Announcement of Newly Approved National Standards No. 10 of 2009 (No. 150 overall) | | Issuing agency(ies) | General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China | | Summary | This standard specifies the conduct customer satisfaction survey on the basic principles of evaluation of the application process and the evaluation results. This standard applies to organization and implementation of external customer satisfaction survey. | GB/T 19039-2009: General rules of customer satisfaction measurement---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
General rules of customer satisfaction measurement
ICS 03.120.10
A00
National Standards of People's Republic of China
General customer satisfaction survey
Posted 2009-09-30
2009-12-01 implementation
Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China
Standardization Administration of China released
Foreword
This standard by the national quality management and quality assurance Standardization Technical Committee (SAC/TC151) and focal points.
This standard drafting units. China National Institute of Standardization, China Quality Association, Grand River Group Co., Ltd., Haier Group.
The main drafters of this standard. Pei Fei, salty Kui Tong, Kang Jian, Zhang Rongjing, Zhengzhao red, Zhu Lien, Wang Xiaosheng, Zhengkui Jing, Xie Zhi home, Feng Wei.
Introduction
Customer focus is an important principle of the organization's quality management, customer satisfaction survey for the organization to provide effective understanding of customer satisfaction
Method.
Our customer satisfaction survey carried out time is not long, but the evaluation of attention has been paid more and more organizations. To present all kinds of customer
Analysis of work satisfaction survey showed that evaluation work carried out by the organization there are various non-standard place, affecting the customer satisfaction survey results
Scientific and effective. This standard is intended to help organizations define customer satisfaction survey of the basic principles, norms customer satisfaction evaluation through
Cheng, enables organizations to be more scientific, standardized and customer satisfaction to carry out evaluation work.
General customer satisfaction survey
1 Scope
This standard specifies the basic principles of customer satisfaction evaluation work, the application of the evaluation process and the evaluation of results.
This standard applies to the organization and implementation of external customer satisfaction evaluation.
2 Normative references
The following documents contain provisions which, through reference in this standard and become the standard terms. For dated references, subsequent
Amendments (not including errata content) or revisions do not apply to this standard, however, encourage the parties to the agreement are based on research
Whether the latest versions of these documents. For undated reference documents, the latest versions apply to this standard.
GB/T 19000-2008 Quality Management System Fundamentals and vocabulary
3 Terms and Definitions
GB/T 19000-2008 and established the following terms and definitions apply to this standard.
3.1
Customer satisfaction their requirements have been feeling.
Note 1. The customer complaints is the most common indicator of low satisfaction of expression, but no complaints does not necessarily indicate a very satisfied customer.
Note 2. Even if the customer requirements to meet customer wishes and is met, does not necessarily ensure high customer satisfaction.
[GB/T 19000-2008, the definition 3.1.4]
3.2
Organizations to understand their customers to provide product satisfaction, planning and design procedures to obtain information on customer satisfaction, the investigation, namely,
Calculation and analysis of customer satisfaction with the results of the process.
4 Basic Principles
4.1 General
Customer satisfaction evaluation methods, assessment and evaluation process in order to ensure valid results, the organization should follow the basic principles of 4.2 to 4.5.
4.2 Resources
Organization should the allocation of adequate resources (including human resources) for customer satisfaction assessment, and effective and efficient management.
4.3 Responsibilities
The organization shall participate in customer satisfaction survey of personnel to develop appropriate responsibilities.
4.4 suitable method
Organizations should choose the appropriate customer satisfaction survey methods for different situations, to ensure that the evaluation process and the evaluation results are valid.
4.5 Length Measurement
The organization shall establish a system of ongoing evaluation required in order to facilitate and continuously improve customer satisfaction.
5 Evaluation Process
5.1 determine the scope of the evaluation
Organization should first determine the scope of customer satisfaction assessment, such as.
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