SB/T 10409: Evolution and historical versions
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| SB/T 10409-2025 | English | RFQ |
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Customer Satisfaction Evaluation Specification for the Business Service Industry
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SB/T 10409-2025
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| SB/T 10409-2007 | English | 819 |
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Criterion on measurement of satisfaction in commercial and service trade
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SB/T 10409-2007
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Basic data | Standard ID | SB/T 10409-2025 (SB/T10409-2025) | | Description (Translated English) | Customer Satisfaction Evaluation Specification for the Business Service Industry | | Sector / Industry | Domestic Trade Industry Standard (Recommended) | | Classification of Chinese Standard | A12 | | Classification of International Standard | 03.100.01 | | Date of Issue | 2025-06-16 | | Date of Implementation | 2026-01-01 | | Older Standard (superseded by this standard) | SB/T 10409-2007 | | Issuing agency(ies) | Ministry of Commerce | SB/T 10409-2007: Criterion on measurement of satisfaction in commercial and service trade---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.
Criterion on measurement of satisfaction in commercial and service trade
ICS 03.080.01
A12
Record number..20174-2007
People's Republic of China domestic trade industry standard
Business Service Industry Customer Satisfaction Evaluation Specification
Released on.2007-01-25
2007-05-01 implementation
Published by the Ministry of Commerce
Content
Foreword III
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 General 2
5 Indicator system for customer satisfaction assessment in business services 2
6 Customer satisfaction survey plan design 3
7 Business Service Industry Customer Satisfaction Evaluation Model and Estimation 3
8 Customer Satisfaction Evaluation Analysis 4
Appendix A (Normative Appendix) Evaluation Elements 5
Appendix B (informative appendix) Evaluation method 13
Foreword
Appendix A of this standard is a normative appendix, and Appendix B is an informative appendix.
This standard was proposed by the China Business Federation.
This standard is managed by the Ministry of Commerce of the People's Republic of China.
This standard was drafted. Beijing Nengbowan Information Consulting Co., Ltd.
The main drafters of this standard. Liao Junguo, Jin Yongjin, Liu Huihui, Wang Hua, Li Fei, Liu Xin, Liu Wei, Gong Yi, Hong Yuan.
Business Service Industry Customer Satisfaction Evaluation Specification
1 Scope
This standard specifies the index system, survey plan design and evaluation model used in the business service industry to conduct customer satisfaction assessment.
Statistical analysis method system.
This standard applies to wholesale and retail, accommodation and catering, as well as customer satisfaction and other service industry customer satisfaction assessment.
2 Normative references
The terms in the following documents become the terms of this standard by reference to this standard. All dated references, followed by all
Modifications (not including errata content) or revisions do not apply to this standard, however, parties to agreements based on this standard are encouraged to study
Is it possible to use the latest version of these files? For undated references, the latest edition applies to this standard.
GB/T 4754-2002 National Economic Industry Classification
3 Terms and definitions
The following terms and definitions apply to this standard.
3.1
The subjects who buy and use a certain product or accept a certain service can be divided into individual consumers and institutions, group consumers.
3.2
A state of pleasure or disappointment that a customer forms during the course of consuming a product or receiving a service (and for a period of time thereafter). Gu
The quantification of customer satisfaction level is customer satisfaction.
3.3
Indexing customer satisfaction by means of statistical and econometric modelling techniques to measure customer satisfaction comprehensively and comprehensively
An indicator.
3.4
The process of collecting data, comprehensive measurement and analysis for the research object.
3.5
At a certain level, investigate the customer group for a certain type of product (service) or brand, and obtain data on customer satisfaction status.
Through comprehensive measurement and analysis, the evaluation results such as customer satisfaction are obtained.
3.6
A complete and systematic set of indicators necessary for a specific comprehensive evaluation of the subject.
3.7
A set of steps to determine how to sample, how to investigate, and how to evaluate the quality of the survey to obtain the data needed for the assessment
The design of the program includes sampling method design, survey method design and questionnaire design.
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