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GB/T 44894-2024Guidelines for service quality evaluation of the market and social research agency (English PDF)

市场和社会调查机构服务质量评价指南

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Issued by

SAMR; SAC

Level / Type

National · Recommended

Issue date

October 26, 2024

Implementation date

October 26, 2024

Scope

GB/T 44894-2024 is the English-translated version of 市场和社会调查机构服务质量评价指南.

GB/T 44894-2024 is the Chinese national standard covering the service quality of an agency that runs market and social surveys, judged from outside — the principles of scientific method, objectivity and workability, the index system built on infrastructure, service capability, service process and service results, the scoring method and the grades it produces, the process from preparation to conclusion, the report, and the handling of the evaluation information, which carries client data that cannot leave the file. Issued with the questionnaire guideline GB/T 44895-2024 and the internet research guideline GB/T 44897-2024. First edition, in force from 26 October 2024. Issued on 26 October 2024, it has been in force since 26 October 2024.

Document preview — GB/T 44894-2024

National Standard of the People's Republic of China

ICS: 03.100.20
Classification: A 10

Issued by: State Administration for Market Regulation; Standardization Administration of the PRC

PrefaceIII
1 Scope1
2 Normative references1
3 Terms and Definitions1
4 Evaluation Principles2
4.1 Scientificity2
4.2 Objectivity2
4.3 Operability2
5 Evaluation Index System2
5.1 Overview2
5.2 Infrastructure2
5.3 Service Capabilities2
5.4 Service Process2
5.5 Service Results2
6 Evaluation methods and grading2
6.1 Evaluation Method2
6.2 Classification3
7 Evaluation Process3
7.1 Overview3
7.2 Preparation before evaluation3
7.3 Develop an evaluation plan3
7.4 Implementation Evaluation4
7.5 Forming evaluation conclusions4
8 Evaluation Report4
9 Evaluation Information Management4
Appendix A (Informative) Service Quality Evaluation Indicators for Market and Social Survey Institutions5
References7

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1: Structure and drafting rules for standardization documents" Drafting.

Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents.

This document is proposed and coordinated by the National Technical Committee for Standardization of Market, Public Opinion and Social Surveys (SAC/TC320).

This document was drafted by: China National Institute of Standardization, Anhui Zhonghou Intelligent Technology Co., Ltd., Weihai Product Quality Standard Metrology and Inspection Research Institute, Shenzhen Zhongruan Software Technology Development Co., Ltd., Huzhou Nanxun District Baitong Standardization Research Institute, Shaoxing Shuxin Chemical Fiber Co., Ltd., Zhongke Tianwang (Guangdong) Standard Technology Research Co., Ltd., Shaoguan University, Guangdong Jiangmen Quality and Technical Supervision Standards and Coding Institute, Shandong Standards Quality Standard Information Technology Co., Ltd., China Association for Promoting Science and Technology Industrialization, China Standard Technology Group Co., Ltd., China University of Geosciences (Beijing) Zhengzhou Research Institute.

The main drafters of this document are: Xu Yingcheng, Hua Chunxiang, Wu Fang, Wang Yanfeng, Lu Chengxu, Fan Zhiping, Qi Kai, Zhang Xin, Feng Wei, Lin Yuchun, Huang Chunyan, Zeng Weihui, Wang Chao, Zhang Bing, Jiang Wenkang, Chen Hui, Miao Decheng, Zhang Tianze, Huang Haihui, and Yue Wen.

Guidelines for Evaluating the Service Quality of Market and Social Research Institutions

1 Scope

This document establishes the evaluation principles, evaluation index system and evaluation process for the service quality evaluation of market and social survey institutions, and describes the evaluation process.

The paper proposes an evaluation method and provides suggestions on grading, evaluation reporting and evaluation information management.

This document applies to the service quality evaluation conducted by market and social survey agencies.

2 Normative references

This document has no normative references.

3 Terms and Definitions

The following terms and definitions apply to this document.

3.1 Research

The process of collecting, organizing, analyzing and presenting information based on specific purposes and in accordance with certain standards.

Note. Research is also called "study" or "investigation" in practical applications. Compared with survey, research also includes the analysis process.

[Source. GB/T 26315-2010, 3.1]

3.2 client

Individuals, organizations, institutions or departments that require or commission research projects, which can be internal or external.

[Source. GB/T 26316-2023, 3.14]

3.3 fieldworker

People who collect data in market, opinion and social surveys.

Note. Field staff include but are not limited to interviewers for face-to-face and telephone interviews, appointment takers for qualitative or other research projects, "mystery shoppers" and other Those who collect data through observation and those who collect data at retail outlets all follow the requirements of the service provider.

[Source. GB/T 26316-2023, 3.40]

3.4 confidentiality

Requirements for protecting information collection, materials, and collected data from unauthorized access.

[Source. GB/T 26316-2023, 3.19]

3.5 Service quality service quality

Investigate the extent to which service outcomes meet established requirements and customer expectations during interactions between service providers and customers.

[Source. GB/T 35966-2018, 3.2, with modifications]

3.6

Units that specialize in or mainly engage in market and social survey activities.

......
This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.

Editions of GB/T 44894

Edition	Title	Revision	Status
GB/T 44894-2024	Guidelines for service quality evaluation of the market and social research agency	current edition	Current

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