Published by the Ministry of Commerce
Formally implemented on October 10, 2006
(I) Evaluation index of after-sales service of production enterprises This appendix specifies 27 indicators of 8 individual items for evaluating the after-sales service level of production enterprises. The specific conditions for each indicator are as follows:
A.1 Service culture
A.1.1 Service concept
A.1.1.1 The company has a clear after-sales service concept, which can penetrate all aspects of the after-sales service of the enterprise and guide the after-sales service of the enterprise.
A.1.1.2 The after-sales service personnel of the enterprise are familiar with the after-sales service concept of the enterprise and carry out the serious and complete implementation in the after-sales service process.
A.1.1.3 The company publicizes its own after-sales service concept and accurately communicates it to customers.
A.1.2 Service commitment
A.1.2.1 The company has a clear after-sales service commitment and guarantees that it can be delivered to customers accurately and efficiently.
A.1.2.2 The company's after-sales service commitments in product advertisements, leaflets, warranty cards, sales contracts, etc. shall be accurate and consistent.
A.1.2.3 The company fully fulfills its after-sales service commitment.
A.1.3 Service Strategy
A.1.3.1 The company has a clear after-sales service strategy, which can guide the entire after-sales service.
A.1.3.2 The company's after-sales service strategy can not only meet the needs of customers, but also maintain the company's after-sales service costs at a reasonable level.
A.1.4 Service objectives
A.1.4.1 The enterprise has clear after-sales service work objectives, and formulates long-term goals, medium-term goals and annual goals according to the actual situation of the enterprise.
A.1.4.2 The company's after-sales service work objectives include quantitative indicators, which can be used to assess the after-sales service departments and personnel of the enterprise.
A.1.4.3 The enterprise shall adjust the after-sales service objectives in due course.
A.2 Service system
A.2.1 Service Specifications
A.2.1.1 The enterprise shall formulate a complete after-sales service rules and regulations, which can cover all aspects of the after-sales service of the enterprise products.
A.2.1.2 The rules and regulations for after-sales service formulated by the enterprise are embodied in the form of enterprise documents, thus forming a unified and perfect after-sales service standard system.
A.2.1.3 The after-sales service rules and regulations formulated by the enterprise include: after-sales service personnel practice specifications, product distribution service specifications, quality technical service specifications, product return service specifications, installation and maintenance service specifications, complaint handling service specifications, customer tracking service specifications, etc. content.
A.2.1.4 The after-sales service and service personnel of the enterprise strictly implement the rules and regulations of after-sales service formulated by the enterprise.
A.2.2 Service Process
A.2.2.1 The enterprise shall formulate a sound after-sales service process. The whole process shall be uniform, standardized, reasonable and operable, and the whole after-sales service shall be in an orderly state.
A.2.2.2 The after-sales service personnel of the enterprise work in strict accordance with the after-sales service process.
A.2.2.3 The company expresses the after-sales service process to customers through certain channels.
A.2.3 Service supervision and rewards and punishments
A.2.3.1 The enterprise establishes an internal after-sales service supervision organization. The person in charge of the organization is a full-time staff who can effectively supervise the operation of the after-sales service system of the enterprise and coordinate the work of the entire after-sales service system in a timely manner.
A.2.3.2 The enterprise can effectively reward and punish the after-sales service department and staff in the long-term and standardize the whole after-sales service.
A.2.4 Service System Management
A.2.4.1 The company follows various strict procedures to develop various after-sales service systems.
A.2.4.2 The company regularly revise various after-sales service systems.
A.3 Service System
A.3.1 Organization Management
A.3.1.1 The enterprise establishes a special after-sales service organization, which is an important functional department of the enterprise.
A.3.1.2 Enterprise after-sales service organization has perfect function design, clear organization division, sufficient staffing and good operation mechanism.
A.3.2 Service outlets
A.3.2.1 The company sets up after-sales service outlets in areas where product sales are concentrated.
A.3.2.2 The enterprise after-sales service network covers more than 70% of the sales range of its products.
A.3.2.3 The enterprise shall strictly manage the service outlets commissioned in the after-sales service outlets.
A.3.3 Staffing
A.3.3.1 The company must have full-time after-sales service managers and supervisors.
A.3.3.2 The enterprise must be equipped with a group of full-time after-sales service personnel. The structure and quantity of personnel should be kept at a reasonable level according to the characteristics of the industry.
A.3.3.3 The enterprise must be equipped with professional maintenance technicians and have corresponding qualification certificates.
A.3.4 Business Training
A.3.4.1 The company has a complete service training system for after-sales service personnel, and is equipped with corresponding training plans, training courses and training costs.
A.3.4.2 The enterprise must carry out induction training for after-sales service personnel.
A.3.4.3 The enterprise has sufficient training funds for after-sales service personnel, and the annual training funds account for not less than 2% of the annual after-sales service investment.
A.3.5 Service input
A.3.5.1 The enterprise has certain fixed assets investment in after-sales service, and invests necessary and perfect after-sales service facilities according to industry characteristics and requirements.
A.3.5.2 The enterprise has sufficient annual investment in after-sales service. Annual funding accounts for not less than 1% of total sales.
A.4 Distribution Installation
A.4.1 Commodity packaging
A.4.1.1 The packaging of the goods sold by the company must be complete, safe, and easy to transport or carry.
A.4.1.2 The outsourcing of goods sold by the company is equipped with complete enterprise and product information, which is easy for customers to identify and understand.
A.4.2 Distribution service
A.4.2.1 The company establishes a complete distribution system and provides convenient delivery services to customers at the sales terminal.
A.4.2.2 The company continuously improves the distribution system and improves the distribution efficiency.
A.4.2.3 The delivery scope and delivery time promised by the enterprise to the customer shall be honored in time.
A.4.3 Installation and commissioning
A.4.3.1 The company provides free product installation and technical debugging services.
A.4.3.2 The enterprise provides timely installation and commissioning services to customers to ensure normal use of customers.
A.4.3.3 The company provides a complete product use guidance service to accurately answer various questions of customers.
A.5 Repair service
A.5.1 Maintenance support
A.5.1.1 The company provides long-term technical consulting services for product maintenance.
A.5.1.2 The service provisions of the company's express product warranty time, maintenance charges, maintenance commitments, etc.
A.5.1.3 The company establishes convenient and effective repair channels, and arranges special personnel to be responsible for the registration or reception services.
A.5.1.4 The company develops and abides by the service procedures and service specifications for complete repair, repair or home repair.
A.5.1.5 The maintenance fee of the enterprise shall be clearly marked and the charge shall be reasonable. The maintenance price shall be notified to the customer in time.
A.5.1.6 The company has a perfect product return system, which can guarantee customers quick and convenient return of products.
A.5.1.7 The enterprise has service remedies. Product recalls or other remedial measures can be implemented when the product has quality problems that are not foreseen and difficult to maintain.
A.5.2 Maintenance facilities
A.5.2.1 The establishment of the necessary maintenance facilities, equipped with advanced maintenance equipment and technical service personnel.
A.5.2.2 The enterprise regularly inspects maintenance facilities, equipment and equipment to ensure the normal operation of maintenance services.
A.5.2.3 The company establishes a complete supply system for repairing materials and parts to ensure the quick supply necessary for product maintenance.
A.5.3 Technical support
A.5.3.1 The company provides customers with a continuous range of technical support services during the life of the product.
A.5.3.2 The company provides complete product specifications, product technical data and safe use instructions.
A.5.3.3 The company provides free customer training necessary for product use.
A.5.3.4 The enterprise provides various forms of technical support services to customers through various channels such as telephone, network and printed matter.
A.6 Customer complaints
A.6.1 Complaint channel
A.6.1.1 The company establishes a complaint reception system to provide customers with various forms of complaint channels.
A.6.2 Complaint record
A.6.2.1 The company establishes a complete record of complaints and promptly responds to the complainant with the results of the complaint handling.
A.6.3 Complaint handling
A.6.3.1 The enterprise must promptly handle customer complaints and resolve customer complaints objectively, fairly and effectively.
A.6.3.2 The enterprise product complaint rate is less than 1%, and there is no customer litigation case against the quality of the enterprise product.
A.6.3.3 The enterprise product complaint resolution rate cannot be lower than 97%.
A.6.3.4 The enterprise can make up for the shortcomings in the after-sales service in a timely manner, and take measures to reduce customer complaints, effectively reducing customer complaints.
A.7 Customer Management
A.7.1 Communication channels
A.7.1.1 The enterprise establishes a corporate website, which contains the pages and contents of the after-sales service. The website can provide online service functions, and has a customer online forum or a corporate email address that customers can contact with the enterprise.
A.7.1.2 The company sets up customer service hotline, complaint telephone, repair telephone, and encourages enterprises to open call centers and 800 free calls.
A.7.1.3 The enterprise establishes facilities for anti-counterfeiting inquiries, enabling users to conduct anti-counterfeiting inquiries by telephone or online.
A.7.1.4 The company has a perfect customer feedback information receiving mechanism, which can effectively collect customer feedback information and convey the feedback information to relevant enterprise departments.
A.7.2 Customer relationship
A.7.2.1 The company establishes a complete customer management file, encourages the establishment of a computerized customer management system, and can effectively track customer usage.
A.7.2.2 The company has a perfect customer return visit system and uses a variety of methods to conduct customer return visits.
A.7.2.3 The company establishes a customer appraisal system, which can hold annual appraisal activities for customer service outlets with customer participation.
A.7.2.4 The company conducts customer satisfaction surveys every year to keep abreast of customer opinions.
A.7.2.5 The enterprise provides customers with targeted and active service activities, and encourages enterprises to take the initiative to carry out various after-sales service activities with high coverage, long duration and obvious effects.
A.8 Service Improvement
A.8.1 Product Improvement
A.8.1.1 The company carries out product improvement and upgrading work every year, and encourages the company to improve the product quality.
A.8.1.2 The company encourages enterprises to pass relevant internationally recognized quality and safety certifications through domestically recognized relevant quality and safety certifications.
A.8.2 Service Improvement
A.8.2.1 The company takes measures to reduce the product repair rate year by year.
A.8.2.2 The enterprise takes measures to ensure the quality of maintenance and minimize the secondary repair rate.
A.8.3 Management improvements
A.8.3.1 The enterprise adopts relevant measures to improve the internal service quality management level and strengthen external supervision.
A.8.3.2 The enterprise determines the specific service improvement objectives, and the service improvement objectives are quantified and operable.
A.8.3.3 The enterprise shall carry out various research work to improve the level of after-sales service in a timely manner, and encourage enterprises to set up special after-sales service research institutions or commission professional research institutions to conduct research and consultation.
A.9 Grading Criteria This appendix specifies a total score of 100 points for the after-sales service evaluation of production enterprises. In terms of specific point allocation, the consumer durables and fast-moving consumer goods are separately scored, as shown in Table A.1 and Table A.2.
A.10 Standards for compliance The appendix stipulates that the standard of compliance for the after-sales service units of production enterprises is 70 points for the enterprise, and the score for each individual item cannot be lower than 50% of the individual items.
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(II) Evaluation index of after-sales service of sales service-oriented enterprises This appendix specifies 23 indicators of 8 individual items for evaluating after-sales service of sales service-oriented enterprises. The specific conditions for each indicator are as follows:
B.1 Service culture
B.1.1 Service concept
B. 1.1.1 The company has a clear after-sales service concept, which can penetrate all aspects of the after-sales service of the enterprise and guide the after-sales service of the enterprise.
B. 1.1.2 The enterprise service personnel are familiar with the after-sales service concept of the company and carry out the serious and complete implementation in the after-sales service process.
B. 1.1.3 The company publicizes its own after-sales service concept and accurately conveys it to customers.
B.1.2 Service Commitment
B. 1.2.1 The company has a clear after-sales service commitment and guarantees that it can be delivered to each customer accurately and efficiently.
B. 1.2.2 The company fully fulfills its after-sales service commitments.
B.1.3 Service Strategy
B. 1.3.1 The company has a clear after-sales service strategy, which can guide the entire after-sales service.
B. 1.3.2 The company's after-sales service strategy can not only meet the needs of customers, but also maintain the company's after-sales service costs at a reasonable level.
B.1.4 Service objectives
B. 1.4.1 The company has clear after-sales service goals and sets long-term goals, medium-term goals and annual targets according to the actual situation of the company.
B. 1.4.2 The company's after-sales service work objectives include quantitative indicators, which can be used to assess the after-sales service departments and personnel of the enterprise.
B. 1.4.3 The company shall adjust the after-sales service objectives in a timely manner.
B.2 Service system
B.2.1 Service Specification
B. 2.1.1 The enterprise shall formulate a complete after-sales service rules and regulations, which can cover all aspects of the after-sales service of the enterprise products.
B. 2.1.2 The rules and regulations for after-sales service formulated by the enterprise are embodied in the form of enterprise documents, thus forming a unified and perfect after-sales service standard system.
B. 2.1.3 The after-sales service and service personnel of the enterprise strictly implement the rules and regulations of after-sales service formulated by the enterprise.
B.2.2 Service Process
B. 2.2.1 The enterprise shall formulate a sound after-sales service process. The whole process shall be uniform, standardized, reasonable, and operable, and the after-sales service shall be in an orderly state.
B. 2.2.2 Enterprise service personnel work in strict accordance with the after-sales service process.
B. 2.2.3 The company expresses the after-sales service process to customers through certain channels.
B.2.3 Service supervision and rewards and punishments
B. 2.3.1 The company establishes an internal after-sales service supervision organization. The person in charge of the organization is a full-time staff who can effectively supervise the operation of the after-sales service system for a long time and coordinate the work of the entire after-sales service system in a timely manner.
B. 2.3.2 The company will reward and punish the service departments and staff in a long-term and effective manner, and standardize the whole after-sales service.
B.2.4 Service System Management
B. 2.4.1 The company follows various strict procedures to develop various after-sales service systems.
B. 2.4.2 The company regularly revise various after-sales service systems.
B.3 Service System
B.3.1 Organization and Management The company has set up a special after-sales service department, which has sufficient staffing and good operating mechanism.
B.3.2 Staffing
B. 3.2.1 The company must have full-time after-sales service managers, service staff and supervisors.
B. 3.2.2 The structure and quantity of after-sales service personnel are kept at a reasonable level.
B.3.3 Business Training
B. 3.3.1 The company has a comprehensive training system for after-sales service personnel, and is equipped with corresponding training plans, training courses and training costs.
B. 3.3.2 The enterprise has sufficient training funds for after-sales service personnel, and must provide on-the-job training for after-sales service personnel.
B.4 Product Warranty
B.4.1 Quality Assurance There are no counterfeit and shoddy products in the products distributed by the enterprise, all of which are regular enterprise products that meet the national quality standards.
B.4.2 Product returning enterprises have a perfect product return system, which can guarantee customers quick and convenient return of products.
B.4.3 Maintenance outlets All products that are distributed by the company and need to provide maintenance services are provided with maintenance outlets, and a complete maintenance outlet system is established for customers through entrustment and self-construction.
B.5 Distribution Installation
B.5.1 Distribution Service
B. 5.1.1 The company establishes a complete distribution system to provide customers with convenient distribution services.
B. 5.1.2 The company continuously improves the distribution system and improves the distribution efficiency.
B. 5.1.3 The company shall deliver the delivery area and delivery time promised by the customer in time.
B.5.2 Installation and commissioning
B. 5.2.1 The company provides free product installation and technical debugging services.
B. 5.2.2 The enterprise provides timely installation and commissioning services to customers to ensure the normal use of customers.
B. 5.2.3 The company provides a complete product use guidance service to accurately answer various questions of customers.
B.6 Customer complaints
B.6.1 Complaint channel
B. 6.1.1 The enterprise shall establish a complaint reception system to provide customers with various forms of complaint channels.
B.6.2 Complaint record
B. 6.2.1 The enterprise shall establish a complete record of complaints and report the results of the complaints to the complainant in a timely manner.
B.6.3 Complaint Handling
B. 6.3.1 The enterprise shall promptly handle customer complaints and resolve customer complaints objectively, fairly and effectively.
B. 6.3.2 The customer complaint resolution rate cannot be lower than 97%.
B. 6.3.3 The company maintains contact and communication with commodity suppliers, promptly feedbacks customer information, and effectively reduces customer complaints.
B.7 Customer Management
B.7.1 Communication channels
B. 7.1.1 The enterprise establishes a corporate website, which contains the pages and contents of the after-sales service and can provide online service functions.
B. 7.1.2 The enterprise shall set up a service hotline, make a complaint call, encourage the enterprise to open a call center and 800 free calls.
B. 7.1.3 The company has a perfect customer feedback information receiving mechanism, which can effectively collect customer feedback information and convey the feedback information to relevant enterprise departments.
B.7.2 Customer Relationship
B. 7.2.1 The company establishes a complete customer management file, encourages the establishment of a computerized customer management system, and can effectively track customer usage.
B. 7.2.2 The company has a perfect customer return visit system and uses a variety of methods to conduct customer return visits.
B. 7.2.3 The company establishes a customer appraisal system, which can hold annual appraisal activities with customer participation and quality of after-sales service for different sales departments.
B. 7.2.4 The company conducts customer satisfaction surveys every year to keep abreast of customer opinions.
B. 7.2.5 The enterprise provides customers with targeted and active service activities, and encourages enterprises to take the initiative to carry out after-sales activities with high coverage, long duration and obvious effects.
B.8 Service Improvement
B.8.1 Service Improvement
B. 8.1.1 The enterprise shall take measures to reduce the customer complaint rate year by year.
B. 8.1.2 The enterprise shall take measures to ensure the quality of service and improve the customer complaint resolution rate.
B.8.2 Management Improvement
B. 8.2.1 The enterprise shall take relevant measures to improve the internal service quality management level and strengthen external supervision.
B. 8.2.2 The enterprise shall determine the specific service improvement objectives, and the service improvement objectives shall be quantified and operable.
B. 8.2.3 The enterprise shall carry out various research work to improve the level of after-sales service in a timely manner, and encourage enterprises to set up special after-sales service research institutions or entrust professional research institutions to conduct research and consultation.
B.9 Grading Criteria This standard stipulates that the total score of after-sales service evaluation of sales service-oriented enterprises is 100 points. The distribution of points is shown in Table B.1 below:
B.10 Compliance Standards This appendix stipulates that the standard of compliance for sales service-oriented enterprises' after-sales service compliance units is 70 points for the total score of the enterprise, and the score for each individual item cannot be lower than 50% of the total score of the individual items.
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Formally implemented on October 10, 2006
(I) Evaluation index of after-sales service of production enterprises This appendix specifies 27 indicators of 8 individual items for evaluating the after-sales service level of production enterprises. The specific conditions for each indicator are as follows:
A.1 Service culture
A.1.1 Service concept
A.1.1.1 The company has a clear after-sales service concept, which can penetrate all aspects of the after-sales service of the enterprise and guide the after-sales service of the enterprise.
A.1.1.2 The after-sales service personnel of the enterprise are familiar with the after-sales service concept of the enterprise and carry out the serious and complete implementation in the after-sales service process.
A.1.1.3 The company publicizes its own after-sales service concept and accurately communicates it to customers.
A.1.2 Service commitment
A.1.2.1 The company has a clear after-sales service commitment and guarantees that it can be delivered to customers accurately and efficiently.
A.1.2.2 The company's after-sales service commitments in product advertisements, leaflets, warranty cards, sales contracts, etc. shall be accurate and consistent.
A.1.2.3 The company fully fulfills its after-sales service commitment.
A.1.3 Service Strategy
A.1.3.1 The company has a clear after-sales service strategy, which can guide the entire after-sales service.
A.1.3.2 The company's after-sales service strategy can not only meet the needs of customers, but also maintain the company's after-sales service costs at a reasonable level.
A.1.4 Service objectives
A.1.4.1 The enterprise has clear after-sales service work objectives, and formulates long-term goals, medium-term goals and annual goals according to the actual situation of the enterprise.
A.1.4.2 The company's after-sales service work objectives include quantitative indicators, which can be used to assess the after-sales service departments and personnel of the enterprise.
A.1.4.3 The enterprise shall adjust the after-sales service objectives in due course.
A.2 Service system
A.2.1 Service Specifications
A.2.1.1 The enterprise shall formulate a complete after-sales service rules and regulations, which can cover all aspects of the after-sales service of the enterprise products.
A.2.1.2 The rules and regulations for after-sales service formulated by the enterprise are embodied in the form of enterprise documents, thus forming a unified and perfect after-sales service standard system.
A.2.1.3 The after-sales service rules and regulations formulated by the enterprise include: after-sales service personnel practice specifications, product distribution service specifications, quality technical service specifications, product return service specifications, installation and maintenance service specifications, complaint handling service specifications, customer tracking service specifications, etc. content.
A.2.1.4 The after-sales service and service personnel of the enterprise strictly implement the rules and regulations of after-sales service formulated by the enterprise.
A.2.2 Service Process
A.2.2.1 The enterprise shall formulate a sound after-sales service process. The whole process shall be uniform, standardized, reasonable and operable, and the whole after-sales service shall be in an orderly state.
A.2.2.2 The after-sales service personnel of the enterprise work in strict accordance with the after-sales service process.
A.2.2.3 The company expresses the after-sales service process to customers through certain channels.
A.2.3 Service supervision and rewards and punishments
A.2.3.1 The enterprise establishes an internal after-sales service supervision organization. The person in charge of the organization is a full-time staff who can effectively supervise the operation of the after-sales service system of the enterprise and coordinate the work of the entire after-sales service system in a timely manner.
A.2.3.2 The enterprise can effectively reward and punish the after-sales service department and staff in the long-term and standardize the whole after-sales service.
A.2.4 Service System Management
A.2.4.1 The company follows various strict procedures to develop various after-sales service systems.
A.2.4.2 The company regularly revise various after-sales service systems.
A.3 Service System
A.3.1 Organization Management
A.3.1.1 The enterprise establishes a special after-sales service organization, which is an important functional department of the enterprise.
A.3.1.2 Enterprise after-sales service organization has perfect function design, clear organization division, sufficient staffing and good operation mechanism.
A.3.2 Service outlets
A.3.2.1 The company sets up after-sales service outlets in areas where product sales are concentrated.
A.3.2.2 The enterprise after-sales service network covers more than 70% of the sales range of its products.
A.3.2.3 The enterprise shall strictly manage the service outlets commissioned in the after-sales service outlets.
A.3.3 Staffing
A.3.3.1 The company must have full-time after-sales service managers and supervisors.
A.3.3.2 The enterprise must be equipped with a group of full-time after-sales service personnel. The structure and quantity of personnel should be kept at a reasonable level according to the characteristics of the industry.
A.3.3.3 The enterprise must be equipped with professional maintenance technicians and have corresponding qualification certificates.
A.3.4 Business Training
A.3.4.1 The company has a complete service training system for after-sales service personnel, and is equipped with corresponding training plans, training courses and training costs.
A.3.4.2 The enterprise must carry out induction training for after-sales service personnel.
A.3.4.3 The enterprise has sufficient training funds for after-sales service personnel, and the annual training funds account for not less than 2% of the annual after-sales service investment.
A.3.5 Service input
A.3.5.1 The enterprise has certain fixed assets investment in after-sales service, and invests necessary and perfect after-sales service facilities according to industry characteristics and requirements.
A.3.5.2 The enterprise has sufficient annual investment in after-sales service. Annual funding accounts for not less than 1% of total sales.
A.4 Distribution Installation
A.4.1 Commodity packaging
A.4.1.1 The packaging of the goods sold by the company must be complete, safe, and easy to transport or carry.
A.4.1.2 The outsourcing of goods sold by the company is equipped with complete enterprise and product information, which is easy for customers to identify and understand.
A.4.2 Distribution service
A.4.2.1 The company establishes a complete distribution system and provides convenient delivery services to customers at the sales terminal.
A.4.2.2 The company continuously improves the distribution system and improves the distribution efficiency.
A.4.2.3 The delivery scope and delivery time promised by the enterprise to the customer shall be honored in time.
A.4.3 Installation and commissioning
A.4.3.1 The company provides free product installation and technical debugging services.
A.4.3.2 The enterprise provides timely installation and commissioning services to customers to ensure normal use of customers.
A.4.3.3 The company provides a complete product use guidance service to accurately answer various questions of customers.
A.5 Repair service
A.5.1 Maintenance support
A.5.1.1 The company provides long-term technical consulting services for product maintenance.
A.5.1.2 The service provisions of the company's express product warranty time, maintenance charges, maintenance commitments, etc.
A.5.1.3 The company establishes convenient and effective repair channels, and arranges special personnel to be responsible for the registration or reception services.
A.5.1.4 The company develops and abides by the service procedures and service specifications for complete repair, repair or home repair.
A.5.1.5 The maintenance fee of the enterprise shall be clearly marked and the charge shall be reasonable. The maintenance price shall be notified to the customer in time.
A.5.1.6 The company has a perfect product return system, which can guarantee customers quick and convenient return of products.
A.5.1.7 The enterprise has service remedies. Product recalls or other remedial measures can be implemented when the product has quality problems that are not foreseen and difficult to maintain.
A.5.2 Maintenance facilities
A.5.2.1 The establishment of the necessary maintenance facilities, equipped with advanced maintenance equipment and technical service personnel.
A.5.2.2 The enterprise regularly inspects maintenance facilities, equipment and equipment to ensure the normal operation of maintenance services.
A.5.2.3 The company establishes a complete supply system for repairing materials and parts to ensure the quick supply necessary for product maintenance.
A.5.3 Technical support
A.5.3.1 The company provides customers with a continuous range of technical support services during the life of the product.
A.5.3.2 The company provides complete product specifications, product technical data and safe use instructions.
A.5.3.3 The company provides free customer training necessary for product use.
A.5.3.4 The enterprise provides various forms of technical support services to customers through various channels such as telephone, network and printed matter.
A.6 Customer complaints
A.6.1 Complaint channel
A.6.1.1 The company establishes a complaint reception system to provide customers with various forms of complaint channels.
A.6.2 Complaint record
A.6.2.1 The company establishes a complete record of complaints and promptly responds to the complainant with the results of the complaint handling.
A.6.3 Complaint handling
A.6.3.1 The enterprise must promptly handle customer complaints and resolve customer complaints objectively, fairly and effectively.
A.6.3.2 The enterprise product complaint rate is less than 1%, and there is no customer litigation case against the quality of the enterprise product.
A.6.3.3 The enterprise product complaint resolution rate cannot be lower than 97%.
A.6.3.4 The enterprise can make up for the shortcomings in the after-sales service in a timely manner, and take measures to reduce customer complaints, effectively reducing customer complaints.
A.7 Customer Management
A.7.1 Communication channels
A.7.1.1 The enterprise establishes a corporate website, which contains the pages and contents of the after-sales service. The website can provide online service functions, and has a customer online forum or a corporate email address that customers can contact with the enterprise.
A.7.1.2 The company sets up customer service hotline, complaint telephone, repair telephone, and encourages enterprises to open call centers and 800 free calls.
A.7.1.3 The enterprise establishes facilities for anti-counterfeiting inquiries, enabling users to conduct anti-counterfeiting inquiries by telephone or online.
A.7.1.4 The company has a perfect customer feedback information receiving mechanism, which can effectively collect customer feedback information and convey the feedback information to relevant enterprise departments.
A.7.2 Customer relationship
A.7.2.1 The company establishes a complete customer management file, encourages the establishment of a computerized customer management system, and can effectively track customer usage.
A.7.2.2 The company has a perfect customer return visit system and uses a variety of methods to conduct customer return visits.
A.7.2.3 The company establishes a customer appraisal system, which can hold annual appraisal activities for customer service outlets with customer participation.
A.7.2.4 The company conducts customer satisfaction surveys every year to keep abreast of customer opinions.
A.7.2.5 The enterprise provides customers with targeted and active service activities, and encourages enterprises to take the initiative to carry out various after-sales service activities with high coverage, long duration and obvious effects.
A.8 Service Improvement
A.8.1 Product Improvement
A.8.1.1 The company carries out product improvement and upgrading work every year, and encourages the company to improve the product quality.
A.8.1.2 The company encourages enterprises to pass relevant internationally recognized quality and safety certifications through domestically recognized relevant quality and safety certifications.
A.8.2 Service Improvement
A.8.2.1 The company takes measures to reduce the product repair rate year by year.
A.8.2.2 The enterprise takes measures to ensure the quality of maintenance and minimize the secondary repair rate.
A.8.3 Management improvements
A.8.3.1 The enterprise adopts relevant measures to improve the internal service quality management level and strengthen external supervision.
A.8.3.2 The enterprise determines the specific service improvement objectives, and the service improvement objectives are quantified and operable.
A.8.3.3 The enterprise shall carry out various research work to improve the level of after-sales service in a timely manner, and encourage enterprises to set up special after-sales service research institutions or commission professional research institutions to conduct research and consultation.
A.9 Grading Criteria This appendix specifies a total score of 100 points for the after-sales service evaluation of production enterprises. In terms of specific point allocation, the consumer durables and fast-moving consumer goods are separately scored, as shown in Table A.1 and Table A.2.
A.10 Standards for compliance The appendix stipulates that the standard of compliance for the after-sales service units of production enterprises is 70 points for the enterprise, and the score for each individual item cannot be lower than 50% of the individual items.
(II) Evaluation index of after-sales service of sales service-oriented enterprises This appendix specifies 23 indicators of 8 individual items for evaluating after-sales service of sales service-oriented enterprises. The specific conditions for each indicator are as follows:
B.1 Service culture
B.1.1 Service concept
B. 1.1.1 The company has a clear after-sales service concept, which can penetrate all aspects of the after-sales service of the enterprise and guide the after-sales service of the enterprise.
B. 1.1.2 The enterprise service personnel are familiar with the after-sales service concept of the company and carry out the serious and complete implementation in the after-sales service process.
B. 1.1.3 The company publicizes its own after-sales service concept and accurately conveys it to customers.
B.1.2 Service Commitment
B. 1.2.1 The company has a clear after-sales service commitment and guarantees that it can be delivered to each customer accurately and efficiently.
B. 1.2.2 The company fully fulfills its after-sales service commitments.
B.1.3 Service Strategy
B. 1.3.1 The company has a clear after-sales service strategy, which can guide the entire after-sales service.
B. 1.3.2 The company's after-sales service strategy can not only meet the needs of customers, but also maintain the company's after-sales service costs at a reasonable level.
B.1.4 Service objectives
B. 1.4.1 The company has clear after-sales service goals and sets long-term goals, medium-term goals and annual targets according to the actual situation of the company.
B. 1.4.2 The company's after-sales service work objectives include quantitative indicators, which can be used to assess the after-sales service departments and personnel of the enterprise.
B. 1.4.3 The company shall adjust the after-sales service objectives in a timely manner.
B.2 Service system
B.2.1 Service Specification
B. 2.1.1 The enterprise shall formulate a complete after-sales service rules and regulations, which can cover all aspects of the after-sales service of the enterprise products.
B. 2.1.2 The rules and regulations for after-sales service formulated by the enterprise are embodied in the form of enterprise documents, thus forming a unified and perfect after-sales service standard system.
B. 2.1.3 The after-sales service and service personnel of the enterprise strictly implement the rules and regulations of after-sales service formulated by the enterprise.
B.2.2 Service Process
B. 2.2.1 The enterprise shall formulate a sound after-sales service process. The whole process shall be uniform, standardized, reasonable, and operable, and the after-sales service shall be in an orderly state.
B. 2.2.2 Enterprise service personnel work in strict accordance with the after-sales service process.
B. 2.2.3 The company expresses the after-sales service process to customers through certain channels.
B.2.3 Service supervision and rewards and punishments
B. 2.3.1 The company establishes an internal after-sales service supervision organization. The person in charge of the organization is a full-time staff who can effectively supervise the operation of the after-sales service system for a long time and coordinate the work of the entire after-sales service system in a timely manner.
B. 2.3.2 The company will reward and punish the service departments and staff in a long-term and effective manner, and standardize the whole after-sales service.
B.2.4 Service System Management
B. 2.4.1 The company follows various strict procedures to develop various after-sales service systems.
B. 2.4.2 The company regularly revise various after-sales service systems.
B.3 Service System
B.3.1 Organization and Management The company has set up a special after-sales service department, which has sufficient staffing and good operating mechanism.
B.3.2 Staffing
B. 3.2.1 The company must have full-time after-sales service managers, service staff and supervisors.
B. 3.2.2 The structure and quantity of after-sales service personnel are kept at a reasonable level.
B.3.3 Business Training
B. 3.3.1 The company has a comprehensive training system for after-sales service personnel, and is equipped with corresponding training plans, training courses and training costs.
B. 3.3.2 The enterprise has sufficient training funds for after-sales service personnel, and must provide on-the-job training for after-sales service personnel.
B.4 Product Warranty
B.4.1 Quality Assurance There are no counterfeit and shoddy products in the products distributed by the enterprise, all of which are regular enterprise products that meet the national quality standards.
B.4.2 Product returning enterprises have a perfect product return system, which can guarantee customers quick and convenient return of products.
B.4.3 Maintenance outlets All products that are distributed by the company and need to provide maintenance services are provided with maintenance outlets, and a complete maintenance outlet system is established for customers through entrustment and self-construction.
B.5 Distribution Installation
B.5.1 Distribution Service
B. 5.1.1 The company establishes a complete distribution system to provide customers with convenient distribution services.
B. 5.1.2 The company continuously improves the distribution system and improves the distribution efficiency.
B. 5.1.3 The company shall deliver the delivery area and delivery time promised by the customer in time.
B.5.2 Installation and commissioning
B. 5.2.1 The company provides free product installation and technical debugging services.
B. 5.2.2 The enterprise provides timely installation and commissioning services to customers to ensure the normal use of customers.
B. 5.2.3 The company provides a complete product use guidance service to accurately answer various questions of customers.
B.6 Customer complaints
B.6.1 Complaint channel
B. 6.1.1 The enterprise shall establish a complaint reception system to provide customers with various forms of complaint channels.
B.6.2 Complaint record
B. 6.2.1 The enterprise shall establish a complete record of complaints and report the results of the complaints to the complainant in a timely manner.
B.6.3 Complaint Handling
B. 6.3.1 The enterprise shall promptly handle customer complaints and resolve customer complaints objectively, fairly and effectively.
B. 6.3.2 The customer complaint resolution rate cannot be lower than 97%.
B. 6.3.3 The company maintains contact and communication with commodity suppliers, promptly feedbacks customer information, and effectively reduces customer complaints.
B.7 Customer Management
B.7.1 Communication channels
B. 7.1.1 The enterprise establishes a corporate website, which contains the pages and contents of the after-sales service and can provide online service functions.
B. 7.1.2 The enterprise shall set up a service hotline, make a complaint call, encourage the enterprise to open a call center and 800 free calls.
B. 7.1.3 The company has a perfect customer feedback information receiving mechanism, which can effectively collect customer feedback information and convey the feedback information to relevant enterprise departments.
B.7.2 Customer Relationship
B. 7.2.1 The company establishes a complete customer management file, encourages the establishment of a computerized customer management system, and can effectively track customer usage.
B. 7.2.2 The company has a perfect customer return visit system and uses a variety of methods to conduct customer return visits.
B. 7.2.3 The company establishes a customer appraisal system, which can hold annual appraisal activities with customer participation and quality of after-sales service for different sales departments.
B. 7.2.4 The company conducts customer satisfaction surveys every year to keep abreast of customer opinions.
B. 7.2.5 The enterprise provides customers with targeted and active service activities, and encourages enterprises to take the initiative to carry out after-sales activities with high coverage, long duration and obvious effects.
B.8 Service Improvement
B.8.1 Service Improvement
B. 8.1.1 The enterprise shall take measures to reduce the customer complaint rate year by year.
B. 8.1.2 The enterprise shall take measures to ensure the quality of service and improve the customer complaint resolution rate.
B.8.2 Management Improvement
B. 8.2.1 The enterprise shall take relevant measures to improve the internal service quality management level and strengthen external supervision.
B. 8.2.2 The enterprise shall determine the specific service improvement objectives, and the service improvement objectives shall be quantified and operable.
B. 8.2.3 The enterprise shall carry out various research work to improve the level of after-sales service in a timely manner, and encourage enterprises to set up special after-sales service research institutions or entrust professional research institutions to conduct research and consultation.
B.9 Grading Criteria This standard stipulates that the total score of after-sales service evaluation of sales service-oriented enterprises is 100 points. The distribution of points is shown in Table B.1 below:
B.10 Compliance Standards This appendix stipulates that the standard of compliance for sales service-oriented enterprises' after-sales service compliance units is 70 points for the total score of the enterprise, and the score for each individual item cannot be lower than 50% of the total score of the individual items.
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