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GB/T 47137-2026: Service excellence - Guidelines for application of digital approaches to achieve service excellence
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Service excellence - Guidelines for application of digital approaches to achieve service excellence
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Standard similar to GB/T 47137-2026 GB/T 41306 | GB/T 36683 | GB/T 35966 | GB/T 30443 | GB/T 47135 | Basic data | Standard ID | GB/T 47137-2026 (GB/T47137-2026) | | Description (Translated English) | Service excellence - Guidelines for application of digital approaches to achieve service excellence | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A12 | | Classification of International Standard | 03.080.01 | | Date of Issue | 2026-01-28 | | Date of Implementation | 2026-05-01 | GB/T 47137-2026: Service excellence - Guidelines for application of digital approaches to achieve service excellence
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ICS 03.080.01
CCSA12
National Standards of the People's Republic of China
High-quality service utilizes digital methods to achieve high quality
Service Guide
Published on 2026-01-28
Implemented on May 1, 2026
State Administration for Market Regulation
The State Administration for Standardization issued a statement.
Table of contents
Preface III
Introduction IV
0.1 Overview IV
0.2 Correspondence between this document and ISO documents V
1.Scope 1
2 Normative References 1
3.Terms and Definitions 1
4.Main Principles 2
4.1 Tailor-made 2
4.2 Safe and reliable 2
4.3 Inclusivity 2
4.4 Ethical Compliance 2
4.5 Environmental Sustainability 2
4.6 Unified Sharing 2
5.Model for Achieving High-Quality Service through Digital Methods (2)
6.Preparation for the application of digital methods 3
6.1 Necessity and Feasibility Assessment of Applying Digital Methods 3
6.2 Develop an implementation plan for digital methods 4
7.Apply digital methods to achieve high-quality service 4
7.1 Overview 4
7.2 Leadership and Strategy for High-Quality Service 4
7.3 A culture of excellent service and employee participation 6
7.4 Creating the Ultimate Customer Experience
7.5 Implementation of High-Quality Services 8
8.Evaluation and Improvement of the Effectiveness of Digital Methods Application 10
8.1 Effectiveness Analysis 10
8.2 Continuous Improvement 12
Appendix A (Informative) Self-Assessment Checklist for the Application of Digital Methods 13
Appendix B (Informative) Classification of Digitization Methods 14
Appendix C (Informative) Digitalization Methods and Their Correspondence with the Quality Service Model 15
References 16
Foreword
This document complies with the provisions of GB/T 1.1-2020 "Standardization Work Guidelines Part 1.Structure and Drafting Rules of Standardization Documents".
Drafting.
Please note that some content in this document may involve patents. The issuing organization of this document assumes no responsibility for identifying patents.
This document was proposed and is under the jurisdiction of the National Technical Committee on Service Standardization (SAC/TC264).
This document was drafted by. China National Institute of Standardization, China Southern Power Grid User Ecosystem Operation Co., Ltd., Zhejiang University of Finance and Economics, and the Ministry of Transport.
Ministry of Transport Science and Technology Research Institute, China Mobile Xiong'an Information and Communication Technology Co., Ltd., Poly Property Services Co., Ltd., Shenzhen Power Supply Bureau Co., Ltd.
Guangdong Future Design Institute, Zhejiang University, Beijing Institute of Technology.
The main drafters of this document are. Zheng Juan'er, Geng Jie, Hou Fei, Wang Nana, Fu Qiang, Wang Wei, Cao Lili, Xu Rui, Tan Huochao, Jin Zongzhen, and Li Zipeng.
Zhang Yuchen, Wang Qi, Zheng Xiaolin, Liu Jinying, Hu Xiao, Zhang Yunbin, Huang Wei, Chen Meng, Luo Wanying, Wang Ji, Zou Fushun, Dai Ziyue, Yao Jiechun, Sun Haoming
Su Jing.
Introduction
0.1 Overview
As global market competition intensifies, companies often enhance their competitiveness by offering differentiated services. Therefore, the pursuit of excellence...
Quality service has become crucial.
GB/T 42185 outlines the principles, dimensions, and elements for creating an exceptional customer experience. The base of the quality service pyramid model (see Figure 1)...
The bottom two layers form the foundation for implementing high-quality service. The series of high-quality service standards focuses on the higher levels of the pyramid model, specifically the third level.
And the 4th layer. GB /Z 43427 specifies the principles and activities for designing high-quality services to achieve the ultimate customer experience. GB/T 46305 gives...
ISO /T R7179 provides indicators and methods for measuring the performance of high-quality service. ISO 11367 also provides practical methods for achieving high-quality service.
This provides public service organizations with principles and models for implementing high-quality services, enabling them to better serve their key interests.
Provide a superior experience for stakeholders.
Figure 1.Quality Service Pyramid
Against the backdrop of rapid digital development, enterprises are increasingly adopting digital methods to uncover customer needs and optimize service processes.
This involves improving internal architecture to provide high-quality service that delights customers. However, organizations are leveraging digital methods to achieve superior service.
At times, they often feel overwhelmed and lost. They often don't know which digitization methods to choose, which path to take, or how to evaluate the data.
The effectiveness of digital methods in achieving high-quality service, and whether the costs and efforts invested are worthwhile. After all, the digital service experience differs from that of physical services.
The service experience is very different.
This document aims to provide guidance for organizations to achieve high-quality service through the implementation and use of digital methods. This document is a revision of GB/T 42185.
This is a supplement to GB /Z 43427, GB/T 46305, and ISO 11367.It will cover all aspects of the quality service model defined in GB/T 42185.
It has dimensions (see Figure 2). It is worth noting that the digital methods used to achieve customer satisfaction (levels 3 and 4 of the pyramid) differ from those used for...
The digital approaches to achieving customer satisfaction (levels 1 and 2 of the pyramid) differ. However, without customer satisfaction as a foundation,
Customer pleasure cannot be achieved. In practice, it is difficult to reconcile digital methods used to achieve customer pleasure with those used to achieve customer satisfaction.
The methods are completely distinct. Therefore, the organization's task is to ensure that appropriate digital methods are selected that not only ensure customer satisfaction, but also...
It should be able to bring a pleasant experience to customers.
Figure 2 High-quality service model
0.2 Correspondence between this document and ISO documents
This document was developed concurrently with ISO /T S19384, and they have a corresponding relationship; the content of the two is consistent.
High-quality service utilizes digital methods to achieve high quality
Service Guide
1 Scope
This document provides guidelines for applying digital approaches to achieve high-quality services, covering relevant principles, models, and specific application methods.
This document applies to organizations that have adopted or plan to adopt digital approaches to achieve high-quality service.
2 Normative references
The contents of the following documents, through normative references within the text, constitute essential provisions of this document. Dated citations are not included.
For references to documents, only the version corresponding to that date applies to this document; for undated references, the latest version (including all amendments) applies.
This document.
GB/T 42185-2022 Principles and Models of High-Quality Service
GB /Z 43427-2023 Excellent Service Design – High-Quality Service for an Ultimate Customer Experience
GB/T 46305-2025 Evaluation of High-Quality Service Performance
3 Terms and Definitions
The terms and definitions defined in GB/T 42185-2022, as well as the following terms and definitions, apply to this document.
3.1
Excellent service
The organization's ability to sustainably provide high-quality services.
[Source. GB/T 42185-2022, 3.1]
3.2
High-quality service
The organization provides high-level service outputs to customers, enabling them to obtain the ultimate customer experience and thus impress them.
[Source. GB/T 42185-2022, 3.2]
3.3
Digital Approach
A strategy or means of using digital technologies, tools, and processes to process, manage, or optimize various activities and tasks in a specific domain.
3.4
customer
Individuals or organizations that are able to or actually receive products or services provided to them, or that provide them at their request.
Examples. Consumers, principals, end users, patients, beneficiaries, and purchasers.
Note. Users can be from within or outside the organization.
[Source. GB/T 42185-2022, 3.4]
3.5
Customer experience
The perceptions formed by customers during their interactions with an organization and its products or services.
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