T/BJWX 003-2024客户满意度管理规范.pdf

ICS01.040.01

CCSA00

团体标准

T/BJWX003—2024

客户满意度管理规范

Specificationforcustomersatisfactionmanagement

2024⁃06⁃06发布2024⁃07⁃01实施

北京物业管理行业协会发布

中国标准出版社出版

T/BJWX003—2024

目次

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

1范围·······················································································································1

2规范性引用文件········································································································1

3术语和定义··············································································································1

4基本原则·················································································································2

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

6满意度调查管理········································································································5

7满意度结果应用········································································································6

8持续改进与提高·······································································································7

附录A（资料性）客户满意度评价指标及权重····································································8

附录B（资料性）客户满意度调查样本量（经验法）·······························································9

附录C（资料性）客户满意度调查报告·····························································