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GB/T 45698-2025Measurement of customer satisfaction in property service (English PDF)

物业服务客户满意度测评

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Issued by

SAMR; SAC

Level / Type

National · Recommended

Issue date

May 30, 2025

Implementation date

May 30, 2025

Scope

GB/T 45698-2025 is the English-translated version of 物业服务客户满意度测评.

GB/T 45698-2025 is the Chinese national standard covering asking residents what they think of the service they pay for — the weighted indicator system down to third-level indicators, the purpose, scope and frequency of the evaluation, the data collection method and the questionnaire, the sample size taken from an empirical table, the statistics and the report, whose contents are fixed by a normative annex, and the grading of the result and what is done with it. First edition, with the property management terminology standard GB/T 45700-2025, under the Ministry of Housing and Urban-Rural Development. In force from 30 May 2025. Issued on 30 May 2025, it has been in force since 30 May 2025.

Document preview — GB/T 45698-2025

National Standard of the People's Republic of China

ICS: 03.080

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

PrefaceIII
1 Scope1
2 Normative references1
3 Terms and Definitions1
4 Evaluation Index System1
4.1 Design Principles1
4.2 Indicators and weights1
5 Evaluation Process2
5.1 Determine the purpose and objectives of the assessment2
5.2 Determine the scope and frequency of assessment2
5.3 Design and Evaluation Plan3
5.4 Data Collection Methods3
5.5 Questionnaire Design3
5.6 Conducting the survey4
5.7 Statistics and analysis data4
5.8 Report writing5
5.9 Archives and information management5
6 Application of evaluation results6
6.1 Classification6
6.2 Application of evaluation results6
Appendix A (Informative) Example of three-level indicators for property service customer satisfaction evaluation7
Appendix B (Informative) Sample size of property service customer satisfaction evaluation (empirical method)8
Appendix C (Informative) Property Service Customer Satisfaction Survey Questionnaire (Sample)9
Appendix D (Normative) Requirements for Writing Property Service Customer Satisfaction Evaluation Report11
Reference13

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 Property Services Standardization Technical Committee (SAC/TC560).

This document was drafted by: Shanghai Yizhong Gentai (Group) Co., Ltd., China Merchants Jiyu Industrial Operation Service Co., Ltd., China Property Management Association, Shenzhen Caisheng Service Group Co., Ltd., Great Wall Property Group Co., Ltd., Xindazheng Property Group Co., Ltd.

Co., Ltd., Guangdong Donglian Property Management Co., Ltd., Ningxia Ruiboyu Property Service Consulting Co., Ltd., Guangzhou Yuehua Property Co., Ltd., Shenzhen Gemdale Property Management Co., Ltd., China Academy of Civil Aviation Science and Technology, Yalife Smart City Services Co., Ltd., Chengyuewu Property Services Group Co., Ltd., Zhida Jiye Property Management (Beijing) Co., Ltd., Beijing Yizhuang City Services Group Co., Ltd., Beijing Guoji Weiye Property Management Co., Ltd., Shandong Chengxinxing Property Management Co., Ltd., Chongqing Zhibo Property Management Research Institute, Hebei Yukang Property Management Co., Ltd.

Industrial Services Co., Ltd., Huainan Donghua (Industry) Group Co., Ltd., Shandong Mingde Property Management Group Co., Ltd., China Overseas Property Management Co., Ltd.

Company, Nanjing Huifazhengxin Information Technology Co., Ltd.

The main drafters of this document are: Zhu Chuntang, Liu Yinkun, Gao Wentian, Zhao Xiao, Zhang Liang, Zhao Jun, Liu Wenbo, Wang Xinli, Tan Leping, Wang Weixiong, Jia Jianjun, Qu Yijiang, Huang Xia, Feng Yi, Cai Huali, Liu Zongwu, Tan Zhiping, Xia Xiaojun, Zhu Zhijun, Li Yuanyuan, Wang Sisi, Li Xiaotian, Li Li, Gao Jing, Hu Zhenping, Liu Xu, Yi Chao, Jin Yi, Chen Cheng, Zhang Minnan, Liu Meijia, Qiu Jing.

Property service customer satisfaction evaluation

1 Scope

This document specifies the indicator system, evaluation process, and application of evaluation results for property service customer satisfaction evaluation.

This document applies to customer satisfaction evaluation of property services. Third-party institutions and other organizations conduct customer satisfaction evaluation of property services. For reference only.

2 Normative references

GB/T 19014

GB/T 19038

3 Terms and definitions

3.1 Customer

Owners and property users.

3.2 Customer Satisfaction

The degree of satisfaction felt by customers (3.1) after comparing the perceived results of property management services with their expectations or needs.

4 Evaluation Index System

4.1 Design Principles

The design of the indicator system follows the following principles.

— Comprehensively, systematically, scientifically and normatively reflect customers' demands for property services and their corresponding evaluation results;

— Have strong independence, representativeness and operability;

— Applicable to property service evaluation of various business formats.

4.2 Indicators and weights

The indicators and weights in the evaluation index system are shown in Table 1.

......
This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 17 pages — is available in the English PDF.

Referenced standards

Normative references

GB/T 19038Guide to model and methods of customer satisfaction measurement

GB/T 19014

Editions of GB/T 45698

Edition	Title	Revision	Status
GB/T 45698-2025	Measurement of customer satisfaction in property service	current edition	Current

This page sells the current edition, GB/T 45698-2025. Earlier editions are listed for reference only.

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