GB/T 45995-2025Service excellence — Assessment models and methods for user experience (English PDF)

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 Service Standardization (SAC/TC264).

This document was drafted by: China National Institute of Standardization, Customer Service Center of China Southern Power Grid Co., Ltd., Yunnan Power Grid Co., Ltd.

Ren Company, Suzhou Boxi Intelligent System Co., Ltd., Shenzhen Power Supply Bureau Co., Ltd., Beijing Pelican Management Consulting Co., Ltd., Hill Wisdom (Chengdu) Technology Co., Ltd., Shanghai Jiao Tong University, Guangzhou Academy of Fine Arts, Shenzhen University of Technology, China Jiliang University, Beijing Siemens Siber Electronics Co., Ltd., Zhejiang Neptun Technology Co., Ltd., Weixing Technology Co., Ltd., China Mobile Communications Group Co., Ltd., Songshan Laboratory, Henan Data Group Co., Ltd., Ningbo World Trade International Trade Co., Ltd., Mohe Arctic Tourism Development Co., Ltd., Civil Aviation Administration of China Research Institute of Science and Technology, Shenzhen Airport Co., Ltd., Chongqing Kuihai Digital Technology Co., Ltd., Zhejiang University of Finance and Economics, China Association for Standardization Association, Guangdong Future Design Institute, Jinjili Overseas Study Consulting Service Co., Ltd., Service-oriented Manufacturing Research Institute (Hangzhou) Co., Ltd., The Hong Kong University of Science and Technology (Guangzhou).

The main drafters of this document are: Zheng Juaner, Wang Nana, Hou Fei, Fu Qiang, Chen Meng, Chen Wei, Xing Yan, An Wa, Dai Linong, Li Zhanguo, Wang Junfeng, Kang Feng, Xu Rui, Cheng Kun, Chen Ting, Geng Jie, Jin Zongzhen, Chen Qin, Xu Lei, Jia Limin, Cai Huali, Meng Weiliya, Li Sijian, Li Peng, Zhang Yan, Yang Zhen, Zhao Lei, Wang Da, Jiang Kexin, Wang Qi, Xu Liqin, Jiang Rui, Yu Yang, Zhang Yuchen, Fang Min, Hu Xiao, Zhou Wangyue, Shi Weizhen, Li Chunya, Li Zipeng, Wang Jue, Ma Yueting, Zheng Yingwen, Zhang Yunbin, Diao Zipeng, Zhang Ziheng, Zhang Qianming, and Zuo Tengjia.

Introduction

In December 2022, the national standard GB/T 42185 "Principles and Models of Quality Service" was officially released. This document provides the principles and models of quality service.

Pyramid model, see Figure 1.The foundation for achieving quality service is the first and second levels of the quality service pyramid, which focus on meeting customer expectations.

The quality service standards are mainly aimed at the upper level of the pyramid, including.

— Personalized high-quality service provision (Level 3);

— Surprisingly high-quality service provided (Level 4).

Figure 1 Quality Service Pyramid Model User experience evaluation is an important part of monitoring high-quality service behaviors and results. This document focuses on the service experience of high-quality services.

However, due to the indivisibility of user experience and the partial universality of evaluation methods, this document provides an overall model for user experience evaluation.

Models and methods, covering customer satisfaction and customer delight in Figure 1.For service experience evaluation only for levels 3 and 4, see 7.4 of this document. and 7.5.

This document provides a general evaluation model and method. Industry organizations can adjust, optimize and refine the evaluation indicators according to their own actual conditions.

The evaluation method is extended and used selectively.

This document can be used in conjunction with GB/T 42185, GB /Z 43427 "Quality Service Design. High-quality Service to Achieve the Ultimate Customer Experience" and other quality standards.

To be used in conjunction with national standards.

Quality Service User Experience Evaluation Model and Method

1 Scope

This document establishes the overall principles of the user experience evaluation model and method based on the quality service pyramid model, and describes the evaluation model, indicators, The standard system and evaluation method are proposed, and suggestions for the application of models and methods are provided.

This document is intended to guide various types of service organizations in determining and applying user experience evaluation models and methods.

2 Normative references

GB/T 42185

3 Terms and Definitions

The terms and definitions defined in GB/T 42185 and the following apply to this document.