T/BJWX 003-2024 客户满意度管理规范

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············································································10

Ⅰ

T/BJWX003—2024

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。

本文件由北京物业管理行业协会提出并归口。

本文件主编单位：北京建投嘉昱资产管理有限公司。

本文件参编单位：北京鑫金泊顿资讯有限公司、北京京城佳业物业股份有限公司、远洋亿家物业服

务股份有限公司、北京美好家园物业管理有限公司、北京金海燕物业管理有限公司。

本文件主要起草人：王敏、邹杨、张晓霞、许丽、邵辉、刘丽。

本文件主要审查人：艾白露、王劲松、张洋、薛福志、宋宝程、朱莉、杨燕敏、刘拓。

Ⅲ

T/BJWX003—2024

客户满意度管理规范

1范围

本文件规定了物业管理的客户满意度管理基本要求、满意度调查管理、满意度结果应用以及持续

改进与提高。

本文件适用于物业服务企业组织开展的客户满意度管理工作。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用于

本文件。

GB/T19010—2021质量管理顾客满意组织行为规范指南

GB/T19012—2019质量管理顾客满意组织投诉处理指南

GB/T19014—2019质量管理顾客满意监视和测量指南

T/CPMI014—2023物业管理术语

3术语和定义

T/CPMI014—2023界定的术语和定义适用于本文件。

3.1

客户满意度customersatisfaction

业主或物业使用人对物业管理服务感知结果与期望或需求比较后所感受的满意程度。

3.2

客户满意度管理consumersatisfactionmanagement；CSM

以满意为关注焦点，统筹组织资源和运作，依靠信息技术，借助满意度测量分析与评价工具，不断

改进和创新，提高业主及物业使用人对物业管理的满意程度，增强物业服务企业竞争能力的综合性管

理活动。

3.3

客户满意度测量customersatisfactionmeasurement

物业服务企业为了解业主和物业使用人对其提供服务的满意程度，策划和设计获取满意度信息的

程序，实施调查、计算并分析满意度结果的过程。

3.4

客户满意度测量评价customersatisfactionmeasurementandevaluation

按照相关的评价规定，物业服务企业对客户满意度测量科目进行评价。

3.5

客户满意度指数customersatisfactionindicator；CSI

从综合、总体角度，将对客户满意度的衡量指数化，即消费者对企业、行业、甚至国家在业主和物业

使用人需求方面进行评价，主要从业主和物业使用人角度衡量服务质量。

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