GB/T 27922 Commodity After-sales Service Evaluation System

GB/T 27922 Commodity After‑sales Service Evaluation System Certification falls under the service certification category, and a "Service Certification Certificate" will be issued.

The standard 《Commodity After‑sales Service Evaluation System》 (GB/T 27922) is an evaluation‑oriented standard. The purpose of certification is to identify excellent performers. The certification result proves that the enterprise has implemented after‑sales services in accordance with the standard and achieved a certain level (star rating). It is applicable to the evaluation of after‑sales service levels of manufacturing enterprises and sales‑service‑oriented 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 services of Chinese enterprises, accurately measure their real after‑sales service performance, identify and resolve deficiencies in after‑sales service work, and promote continuous improvement of enterprise after‑sales services.

Commodity after‑sales service certification adopts a scoring system. As a set of system for evaluating service elements, it can objectively and effectively measure enterprise service levels. This standard divides service capability into four grades: 70 points and above means passing; 70 (inclusive)‑80 points for Compliance Grade; 80 (inclusive)‑90 points for Three‑Star; 90 (inclusive)‑95 points for Four‑Star; 95 points (inclusive) and above for Five‑Star.


Five‑Star

Four‑Star

Three‑Star

Compliance Grade

≥95 points

90‑95 points

80‑90 points

70‑80 points


Applicable Types

Any enterprise legally operating 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 field. In addition to tangible products, commodities also include intangible services. Both industrial goods and consumer goods are categorized as commodities.
Tangible commodities feature external forms, intrinsic quality and promotional elements, such as quality, packaging, brand, shape, style, color tone and cultural connotation.
Intangible commodities cover labor‑based services and technical services, including financial services, accounting services, marketing planning, creative design, management consulting, legal consultation and programming services. Intangible commodities generally occur along with tangible goods as well as 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.


Application Documents
  • Certification application form, including description of service‑providing activities and other information of the applying 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 activities, copies of legal‑status documents for each site shall be attached (if applicable);

  • Copy of organization‑code certificate (not required for three‑in‑one license);

  • Copies of administrative licenses, qualification certificates, mandatory‑certification certificates and other documents required by laws and regulations for activities covered by services;

  • Information on multi‑site activities and activity subcontracting;

  • Service manual and necessary procedure documents;

  • Statement that services have been effectively operated for a certain period;

  • Scope of applied‑for certification;

  • Commitment by the applicant to comply with service‑certification requirements and provide information required for review;

  • Brief introduction of the auditee, including organization nature, name, address, legal status, as well as relevant human and technical resources;

  • General information on services and related activities of the auditee;

  • Description of applicable standards or other referenced documents for services to be certified;

  • Other necessary documents relevant to certification review.

Relevant Standards
  •  GB/T 27922 《Commodity After‑sales Service Evaluation System》

Value & Benefits

Authoritative certification. Enterprises that have obtained the certification demonstrate leading‑edge service performance across all industries nationwide.

It serves as an important reference and qualification requirement for bidding and tendering, government procurement and other activities of large‑scale enterprises and public institutions.

Consumer recognition. Certified enterprises are permitted to affix the "After‑sales Service Certification" star‑rating mark on their products and packages, which is persuasive and verifiable for consumers to make reassuring purchases.

Enterprise service compliance. Certified enterprises meet national standards in service capability, which helps strengthen service management level and service capacity.

Continuous service improvement: optimize the service system, build good after‑sales service reputation, continuously upgrade service quality and boost sustainable benefits of the service profit chain.



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