GB/T 47137-2026Service excellence — Guidelines for the application of digital approaches to achieve service excellence (English PDF)

Foreword

This document complies with the provisions of GB/T 1.1-2020 "Standardization Work Guidelines Part 1: Structure and Drafting Rules of Standardization Documents". Drafting.

Introduction

0.1 Overview

As global market competition intensifies, companies often enhance their competitiveness by offering differentiated services. Therefore, the pursuit of excellence... Quality service has become crucial.

GB/T 42185 outlines the principles, dimensions, and elements for creating an exceptional customer experience. The base of the quality service pyramid model (see Figure 1)... The bottom two layers form the foundation for implementing high-quality service. The series of high-quality service standards focuses on the higher levels of the pyramid model, specifically the third level.

And the 4th layer. GB /Z 43427 specifies the principles and activities for designing high-quality services to achieve the ultimate customer experience. GB/T 46305 gives... ISO /T R7179 provides indicators and methods for measuring the performance of high-quality service. ISO 11367 also provides practical methods for achieving high-quality service.

This provides public service organizations with principles and models for implementing high-quality services, enabling them to better serve their key interests. Provide a superior experience for stakeholders.

Against the backdrop of rapid digital development, enterprises are increasingly adopting digital methods to uncover customer needs and optimize service processes.

This involves improving internal architecture to provide high-quality service that delights customers. However, organizations are leveraging digital methods to achieve superior service.

At times, they often feel overwhelmed and lost. They often don't know which digitization methods to choose, which path to take, or how to evaluate the data.

The effectiveness of digital methods in achieving high-quality service, and whether the costs and efforts invested are worthwhile. After all, the digital service experience differs from that of physical services. The service experience is very different.

This document aims to provide guidance for organizations to achieve high-quality service through the implementation and use of digital methods. This document is a revision of GB/T 42185.

This is a supplement to GB /Z 43427, GB/T 46305, and ISO 11367. It will cover all aspects of the quality service model defined in GB/T 42185.

It has dimensions (see Figure 2). It is worth noting that the digital methods used to achieve customer satisfaction (levels 3 and 4 of the pyramid) differ from those used for... The digital approaches to achieving customer satisfaction (levels 1 and 2 of the pyramid) differ. However, without customer satisfaction as a foundation, Customer pleasure cannot be achieved. In practice, it is difficult to reconcile digital methods used to achieve customer pleasure with those used to achieve customer satisfaction.

The methods are completely distinct. Therefore, the organization's task is to ensure that appropriate digital methods are selected that not only ensure customer satisfaction, but also... It should be able to bring a pleasant experience to customers.

0.2 Correspondence between this document and ISO documents

This document was developed concurrently with ISO /T S19384, and they have a corresponding relationship; the content of the two is consistent.

1 Scope

This document provides guidelines for applying digital approaches to achieve high-quality services, covering relevant principles, models, and specific application methods.

This document applies to organizations that have adopted or plan to adopt digital approaches to achieve high-quality service.

2 Normative references

The contents of the following documents, through normative references within the text, constitute essential provisions of this document. Dated citations are not included.

For references to documents, only the version corresponding to that date applies to this document; for undated references, the latest version (including all amendments) applies to this document.

GB/T 42185-2022 Principles and Models of High-Quality Service

GB/Z 43427-2023 Excellent Service Design - High-Quality Service for an Ultimate Customer Experience

GB/T 46305-2025 Evaluation of High-Quality Service Performance

3 Terms and Definitions

The terms and definitions defined in GB/T 42185-2022, as well as the following terms and definitions, apply to this document.