
GB/T 27922 Commodity After-sales Service Evaluation System Certification falls under service certification category, and a "Service Certification Certificate" will be issued.
The standard of Evaluation System for Commodity After-sales Service (GB/T 27922) is an evaluative standard. The purpose of certification is to identify outstanding enterprises. The certification result proves that the enterprise has implemented after-sales services in accordance with the standard and reached a specific level (star rating). It applies to the evaluation of after-sales service levels of manufacturing enterprises and sales & service enterprises within the territory of the People's Republic of China.
The main purpose of establishing this system is to objectively reflect the actual status of after-sales service work of Chinese enterprises, accurately measure the actual after-sales service capability of enterprises, identify and rectify deficiencies in after-sales services, and promote the continuous improvement of enterprise after-sales services.
Commodity after-sales service certification adopts a scoring system. As a collection of systems for evaluating service elements, it can objectively and effectively measure enterprises' service capabilities. The standard classifies service capabilities into four grades. A score of 70 points is the passing line: 70 (inclusive) ~ 80 points for Qualified Grade; 80 (inclusive) ~ 90 points for Three-Star Grade; 90 (inclusive) ~ 95 points for Four-Star Grade; 95 points and above for Five-Star Grade.
Five-Star | Four-Star | Three-Star | Qualified Grade |
≥95 Points | 90-95 Points | 80-90 Points | 70-80 Points |
Any enterprise operating legally within the People's Republic of China may apply for certification, including enterprises manufacturing tangible goods, selling tangible goods, and providing intangible goods (services).
Commodities refer to products entering the consumption sector. In addition to tangible products, commodities also include intangible services. Both industrial goods and consumer goods fall under commodities.
Tangible commodities feature external forms, inherent quality and promotional elements, such as quality, packaging, brand, shape, style, color tone and cultural connotation.
Intangible commodities cover labor services and technical services, including financial services, accounting services, marketing planning, creative design, management consulting, legal consultation, programming and so on. Intangible commodities are generally generated alongside tangible commodities or tangible infrastructure, such as airline services, hotel services and beauty services.
Therefore, all production, trading and service enterprises with independent legal person status are eligible to apply for certification.
Certification Application Form, including description of service provision activities and other relevant information of the applicant organization;
Copies of legal status documents (including Enterprise Business License, Public Institution Legal Person Certificate, Social Organization Registration Certificate, Non-enterprise Legal Person Registration Certificate, establishment documents of Party and government organs, etc.).
If services cover multi-site operations, copies of legal status documents for each site shall be attached (where applicable);
Copy of Organization Code Certificate (not required for enterprises with integrated three-in-one license);
Copies of administrative permits, qualification certificates, compulsory certification certificates and other documents required by laws and regulations for activities covered by services;
Information on multi-site operations and outsourced activities;
Service Manual and necessary procedural documents;
Statement confirming that services have been effectively operated for a specified period;
Scope of applied certification;
Commitment of the applicant to comply with service certification requirements and provide information required for assessment;
Profile of the auditee, including nature, name, address and legal status of the organization, as well as relevant human and technical resources;
General information concerning services and related activities of the auditee;
Description of applicable standards or other referenced documents for the services subject to certification;
Other necessary documents related to certification assessment.
GB/T 27922 Evaluation System for Commodity After-sales Service
Authoritative certification. Enterprises that obtain the certification are proven to take a leading position in service across all industries nationwide.
Important reference and qualification requirement for bidding of large enterprises and public institutions, government procurement and other activities.
Recognized by consumers. Certified enterprises may mark the star logo of "After-sales Service Certification" on their products and packages, which is persuasive and verifiable for consumers to make purchases with confidence.
Enterprise services meet standards. Certified enterprises possess service capabilities complying with national standards, which helps improve service management and service capacity.
Continuous service improvement. Enterprises can optimize the service system, build sound reputation for after-sales service, continuously lift service quality and boost sustainable returns from the service profit chain.

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