After-sales Service Evaluation

Project Introduction
Certification Process
Function of Certification
Advantages of Wanlixing

Project Introduction

GB/T 27922 Commodity After-sales Service Evaluation System Certification falls under the category of service certification, and aService Certification Certificatewill be issued. The standardCommodity After-sales Service Evaluation System(GB/T 27922) is an evaluative standard, and the purpose of certification is to identify outstanding enterprises. The certification result proves that the enterprise has implemented after-sales services in compliance with the standard and reached a specified star rating level. It applies to the evaluation of after-sales service capacity of manufacturing enterprises and sales & service enterprises within the territory of the People’s Republic of China. The main objectives of establishing this system are to objectively reflect the current status of after-sales service work of domestic enterprises, accurately measure their actual after-sales service level, identify and rectify deficiencies in after-sales services, and drive the continuous improvement of enterprises’ after-sales services.

Commodity After-sales Service Certification adopts a scoring system. As a comprehensive evaluation framework covering various service elements, it enables objective and effective assessment of enterprises’ service capabilities. The standard classifies service capacity into four grades:

A score of 70 points constitutes the passing threshold;

70 (inclusive) ~ 80 points: Standard Level;

80 (inclusive) ~ 90 points: Three-Star Level;

90 (inclusive) ~ 95 points: Four-Star Level;

95 points and above (inclusive): Five-Star Level.

Certification Process

Documents Required for Service Certification

1. Certificate of After-sales Service Manager;
2. After-sales service management system, assessment system and after-sales service manual;
3. Organization chart and defined supervision body for after-sales service;
4. Service hotline and after-sales service procedures;
5. Existing management system certifications, awards and certificates obtained by the enterprise;
6. Product production implementation standards and legal specifications, GB/T 1354-2018;
7. Logistics control and distribution (in-house logistics or outsourced logistics; provide relevant contracts and delivery notes);
8. Product sales contracts (no less than 5 recent contracts);
9. Provisions on Three Guarantees for products or warranty terms;
10. After-sales service records (including maintenance, customer follow-up, return and exchange records, etc.);
11. Product quality inspection records (third-party testing) and product qualification certificates;
12. Customer satisfaction survey records and satisfaction evaluation results;
13. Usage records of special funds for after-sales services;
14. Complaint handling records;
15. Internal evaluation report;
16. Business license, permits and qualification certificates.

Function of Certification

1. Star-rating certification serves as an honor. After obtaining after-sales service certification, enterprises are entitled to use the star logo on products, product packages, promotional materials and advertisements. It demonstrates that the enterprise’s service capacity complies with the national standard of the People’s Republic of China,Commodity After-sales Service Evaluation System(GB/T 27922), and has reached a specific star level. A higher star rating represents stronger after-sales service capacity.
2. After-sales service acts as the final line of defense for protecting consumer rights and interests.
3. After-sales service helps consolidate competitive advantages. The certification certificate is a threshold and important qualification document for bidding activities of large enterprises and institutions as well as government procurement. Under equal conditions, it greatly improves the chance of winning bids.
4. Improve corporate management capabilities. When carrying out after-sales service certification, enterprises regulate themselves strictly in accordance with national standards. This standardizes corporate after-sales services, continuously improves staff’s service awareness and service proficiency, enables more efficient handling of customer complaints, timely remedy of service failures, and boosts customer satisfaction.

Therefore, it is an irresistible trend for enterprises to independently establish dedicated after-sales service systems.

Services

Services

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