GB/T 41430-2022Evaluation system for online reputation of consumer products (English PDF)
消费品在线信誉评价指标体系
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
April 15, 2022
Implementation date
November 1, 2022
Scope
GB/T 41430-2022 is the English-translated version of 消费品在线信誉评价指标体系.
GB/T 41430-2022 sets the system for evaluating the online reputation of a consumer product. It gives the basic principles of the evaluation, the evaluation system itself, the indicators it uses - what buyers say in reviews, complaints, returns and the other traces a product leaves online - and the way they are combined into an overall judgement.
It applies to the evaluation of the online reputation of consumer products. Retail platforms, brands and consumer bodies use it. Issued on 15 April 2022, it has applied since 1 November 2022.
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Document preview — GB/T 41430-2022
National Standard of the People's Republic of China
- ICS
- 03.120.01
- Classification
- A 20
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Foreword3
- 1 Scope4
- 2 Normative References4
- 3 Terms and Definitions4
- 4 Basic Principles5
- 5 Evaluation Index System6
- 6 Evaluation Index6
- 7 Comprehensive Evaluation of Online Reputation of Consumer Products8
- Bibliography9
1 Scope
This Document specifies the basic principles, evaluation system, evaluation indicators, and comprehensive evaluation of online reputation of consumer goods.
This Document applies to evaluation activities for online reputation of consumer products.
2 Normative References
The provisions in following documents become the essential provisions of this Document through reference in this Document. For the dated documents, only the versions with the dates indicated are applicable to this Document; for the undated documents, only the latest version (including all the amendments) is applicable to this Document.
GB/T 29185-2012 Brand Value - Vocabulary
GB/T 31880-2015 Essential Requirements of Integrity for Inspection Body and Laboratory
GB/T 35411-2017 Requirements of Product Information Presentation in E-Commerce Platform
3 Terms and Definitions
For the purposes of this Document, the following terms and definitions apply.
3.1 Consumer product
Mainly but not limited to products designed and produced for personal use, including product components, parts, accessories, instructions for use and packaging. [SOURCE: GB/T 35248-2017, 2.2]
3.2 Reputation
The reputation that is accumulated by an individual or organization in social or economic activities. [SOURCE: GB/T 22117-2018, 2.3]
3.3 Online reputation
A reputation that is formed through network transmission and existing in the minds of the network public.
NOTE: Also known as online word-of-mouth.
3.4 Evaluation index system
An overall system that is composed of elements such as index system and evaluation method for the purpose of evaluating things. [SOURCE: GB/T 27922-2011, 3.5]
3.5 Integrity
The honest and trustworthy behavior and norms of individuals and/or organizations, including the consistency of commitment and behavior in their business activities. [SOURCE: GB/T 31880-2015, 3.2]
4 Basic Principles
4.1 The online reputation evaluation index system of consumer products shall consider relevant indicators that affect the quality of online consumer products and user experience from multiple dimensions and all aspects; and consider the hierarchical distribution and weight distribution of different indicators to ensure the scientificalness of the evaluation index system.
4.2 The online reputation of consumer products is different from the reputation of consumer products under the traditional sales model. The evaluation of its online reputation directly determines the willingness of consumers to buy. The online reputation of a consumer product is the recognition of an online consumer product. The online reputation evaluation index system of consumer products shall comprehensively consider the factors related to the reputation of online consumer products, highlighting the characteristics of online sales.
4.3 The online reputation index system of consumer products needs to consider factors such as consumer products themselves, sales platforms, and related parties, as well as factors such as after-sales evaluation, customer complaints, consumer product recalls, injury accidents, etc.
The evaluation index system shall not only be perfect, but also take into account its operability.
4.4 The online classification of consumer products shall consider the inspection and testing reports issued by inspection and testing agencies with higher integrity levels. The basic requirements for the integrity of the inspection and testing agencies shall comply with the provisions of GB/T 31880-2015.
The degree to which the actual use function and functional durability of the consumer products meet the relevant requirements, and the degree to which it conforms to the online consumer product description.
6.1.4 Added value of consumer products
On the basis that the function and safety indexes of consumer products meet the relevant requirements, it reflects the added value of consumer products, such as technology level, science-tech content, and humanized design, etc.
6.2 Enterprise reputation
6.2.1 Description compliance of consumer products
The product information displayed on the e-commerce trading platform shall be consistent with the product actually received by the buyer and the information on the product. When using more than two languages, their contents shall be consistent. The description compliance shall comply with the provisions in GB/T 35411-2017.
6.2.2 Sales volume of consumer products
It mainly includes information such as monthly sales and annual sales, which are the core indexes that affect consumers' choice of products.
6.2.3 After-sales service of consumer products
The after-sales service of online consumer products includes after-sales service of the manufacturer of consumer products, return and exchange services of consumer products, logistics and distribution, and services such as information assistance from sellers or spare parts support and maintenance when consumer products fail.
6.3 Sales platform reputation
6.3.1 Platform popularity
The degree to which the sales platform is known, understood and recognized by the public, including platform satisfaction, platform scale, etc.
6.3.2 Platform service level
The convenience and humanization of the platform provided by the sales platform for enterprises and customers, and the professionalism of coordinating transaction services between buyers and sellers.
6.3.3 Reliability of fund supervision
The reliability of the sales platform for the supervision of buyers' and sellers' funds. When there
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 17 pages — is available in the English PDF.
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Related Standards
GB/T 31880-2015 — Essential requirements of integrity for inspection body and laboratory
GB/T 35411-2017 — Requirements for product information presentation on e-commerce platforms
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