T/BJWX 003-2024客戶滿意度管理規(guī)范

ICS01.040.01

CCSA00

團體標準

T/BJWX003—2024

客戶滿意度管理規(guī)范

Specificationforcustomersatisfactionmanagement

2024?06?06發(fā)布2024?07?01實施

北京物業(yè)管理行業(yè)協(xié)會發(fā)布

中國標準出版社出版

T/BJWX003—2024

目次

前言··························································································································Ⅲ

1范圍·······················································································································1

2規(guī)范性引用文件········································································································1

3術(shù)語和定義··············································································································1

4基本原則·················································································································2

5基本要求·················································································································2

6滿意度調(diào)查管理········································································································5

7滿意度結(jié)果應用········································································································6

8持續(xù)改進與提高·······································································································7

附錄A（資料性）客戶滿意度評價指標及權(quán)重····································································8

附錄B（資料性）客戶滿意度調(diào)查樣本量（經(jīng)驗法）·······························································9

附錄C（資料性）客戶滿意度調(diào)查報告············································································10

Ⅰ

T/BJWX003—2024

前言

本文件按照GB/T1.1—2020《標準化工作導則第1部分：標準化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機構(gòu)不承擔識別專利的責任。

本文件由北京物業(yè)管理行業(yè)協(xié)會提出并歸口。

本文件主編單位：北京建投嘉昱資產(chǎn)管理有限公司。

本文件參編單位：北京鑫金泊頓資訊有限公司、北京京城佳業(yè)物業(yè)股份有限公司、遠洋億家物業(yè)服

務股份有限公司、北京美好家園物業(yè)管理有限公司、北京金海燕物業(yè)管理有限公司。

本文件主要起草人：王敏、鄒楊、張曉霞、許麗、邵輝、劉麗。

本文件主要審查人：艾白露、王勁松、張洋、薛福志、宋寶程、朱莉、楊燕敏、劉拓。

Ⅲ

T/BJWX003—2024

客戶滿意度管理規(guī)范

1范圍

本文件規(guī)定了物業(yè)管理的客戶滿意度管理基本要求、滿意度調(diào)查管理、滿意度結(jié)果應用以及持續(xù)

改進與提高。

本文件適用于物業(yè)服務企業(yè)組織開展的客戶滿意度管理工作。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于

本文件。

GB/T19010—2021質(zhì)量管理顧客滿意組織行為規(guī)范指南

GB/T19012—2019質(zhì)量管理顧客滿意組織投訴處理指南

GB/T19014—2019質(zhì)量管理顧客滿意監(jiān)視和測量指南

T/CPMI014—2023物業(yè)管理術(shù)語

3術(shù)語和定義

T/CPMI014—2023界定的術(shù)語和定義適用于本文件。

3.1

客戶滿意度customersatisfaction

業(yè)主或物業(yè)使用人對物業(yè)管理服務感知結(jié)果與期望或需求比較后所感受的滿意程度。

3.2

客戶滿意度管理consumersatisfactionmanagement；CSM

以滿意為關(guān)注焦點，統(tǒng)籌組織資源和運作，依靠信息技術(shù)，借助滿意度測量分析與評價工具，不斷

改進和創(chuàng)新，提高業(yè)主及物業(yè)使用人對物業(yè)管理的滿意程度，增強物業(yè)服務企業(yè)競爭能力的綜合性管

理活動。

3.3

客戶滿意度測量customersatisfactionmeasurement

物業(yè)服務企業(yè)為了解業(yè)主和物業(yè)使用人對其提供服務的滿意程度，策劃和設(shè)計獲取滿意度信息的

程序，實施調(diào)查、計算并分析滿意度結(jié)果的過程。

3.4

客戶滿意度測量評價customersatisfactionmeasurementandevaluation

按照相關(guān)的評價規(guī)定，物業(yè)服務企業(yè)對客戶滿意度測量科目進行評價。

3.5

客戶滿意度指數(shù)customersatisfaction