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·····························································