ICS01.040.01

CCSA00

團體標準

T/BJWX003—2024

客戶滿意度管理規范

Specificationforcustomersatisfactionmanagement

2024?06?06發布2024?07?01實施

北京物業管理行業協會發布

中國標準出版社出版

T/BJWX003—2024

目次

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

1范圍·······················································································································1

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

3術語和定義··············································································································1

4基本原則·················································································································2

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

6滿意度調查管理········································································································5

7滿意度結果應用········································································································6

8持續改進與提高·······································································································7

附錄A（資料性）客戶滿意度評價指標及權重····································································8

附錄B（資料性）客戶滿意度調查樣本量（經驗法）·······························································9

附錄C（資料性）客戶滿意度調查報告············································································10

Ⅰ

T/BJWX003—2024

前言

本文件按照GB/T1.1—2020《標準化工作導則第1部分：標準化文件的結構和起草規則》的規

定起草。

請注意本文件的某些內容可能涉及專利。本文件的發布機構不承擔識別專利的責任。

本文件由北京物業管理行業協會提出并歸口。

本文件主編單位：北京建投嘉昱資產管理有限公司。

本文件參編單位：北京鑫金泊頓資訊有限公司、北京京城佳業物業股份有限公司、遠洋億家物業服

務股份有限公司、北京美好家園物業管理有限公司、北京金海燕物業管理有限公司。

本文件主要起草人：王敏、鄒楊、張曉霞、許麗、邵輝、劉麗。

本文件主要審查人：艾白露、王勁松、張洋、薛福志、宋寶程、朱莉、楊燕敏、劉拓。

Ⅲ

T/BJWX003—2024

客戶滿意度管理規范

1范圍

本文件規定了物業管理的客戶滿意度管理基本要求、滿意度調查管理、滿意度結果應用以及持續

改進與提高。

本文件適用于物業服務企業組織開展的客戶滿意度管理工作。

2規范性引用文件

下列文件中的內容通過文中的規范性引用而構成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于

本文件。

GB/T19010—2021質量管理顧客滿意組織行為規范指南

GB/T19012—2019質量管理顧客滿意組織投訴處理指南

GB/T19014—2019質量管理顧客滿意監視和測量指南

T/CPMI014—2023物業管理術語

3術語和定義

T/CPMI014—2023界定的術語和定義適用于本文件。

3.1

客戶滿意度customersatisfaction

業主或物業使用人對物業管理服務感知結果與期望或需求比較后所感受的滿意程度。

3.2

客戶滿意度管理consumersatisfactionmanagement；CSM

以滿意為關注焦點，統籌組織資源和運作，依靠信息技術，借助滿意度測量分析與評價工具，不斷

改進和創新，提高業主及物業使用人對物業管理的滿意程度，增強物業服務企業競爭能力的綜合性管

理活動。

3.3

客戶滿意度測量customersatisfactionmeasurement

物業服務企業為了解業主和物業使用人對其提供服務的滿意程度，策劃和設計獲取滿意度信息的

程序，實施調查、計算并分析滿意度結果的過程。

3.4

客戶滿意度測量評價customersatisfactionmeasurementandevaluation

按照相關的評價規定，物業服務企業對客戶滿意度測量科目進行評價。

3.5

客戶滿意度指數customersatisfaction