The GB/T 27922-2011 "Commodity After-sales Service Evaluation System" standard, jointly issued by the General Administration of Quality Supervision, Inspection and Quarantine and the National Standardization Administration on December 30, 2011, stipulates the basic elements that constitute a commodity after-sales service evaluation system, including principles, indicators and methods.

Commodity after-sales service not only includes commodity delivery, installation and commissioning, repair and maintenance, provision of spare parts, business consulting, personnel training, exchange and reimbursement, etc., but also includes relationship marketing for existing customers, such as establishing a customer database, strengthening customer contact, and Customer satisfaction survey, information feedback, etc.

  Commodity after-sales service is one of the most important links in the enterprise service chain. It is not only the end of a service process, but also the starting point of a new round of sales and service. It is a major trend in future development.

   This standard is suitable for evaluating the level of after-sales service within and outside the organization (including third-party agencies), and providing a reference for enterprises to establish after-sales service systems.

  The main purpose of a certified enterprise passing the standard is to:

  1. Objectively reflect the actual situation of after-sales service of enterprises in my country, and accurately measure the actual level of after-sales service of enterprises.

  2. Inherit and carry forward the advantages of after-sales service, and discover and overcome deficiencies in after-sales service.

  3. Promote the improvement of the after-sales service of the enterprise, enhance the competitiveness of the enterprise, and realize the macro-guidance of the after-sales service of the enterprise.

  4. Through government support, various industries will guide, and gradually improve the general domestic service level.

  5. Encourage enterprises to pass the certification, improve customer satisfaction, build customer loyalty, and at the same time improve their reputation in various fields such as external publicity, integrity, bidding, etc.