GB/Z 175-2026Service excellence - Practices for achieving service excellence (English PDF)
优质服务 实现优质服务的实践
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
April 30, 2026
Implementation date
April 30, 2026
Scope
GB/Z 175-2026 is the English-translated version of 优质服务 实现优质服务的实践.
GB/Z 175-2026 is a Chinese national guidance document, identical to ISO/TR 7179:2023, that collects practices for achieving service excellence and supports the use of ISO 23592 and ISO/TS 24082. It draws on best-practice cases from ten highly regarded organizations in different industries, mapped to the elements of the service excellence model. The cases are grouped under leadership and strategy, a service excellence culture with employee engagement, creating outstanding customer experiences through understanding needs, experience design and service innovation, and operational excellence through efficient processes and monitoring of behaviours and outcomes. A template for documenting best-practice cases is annexed. Organizations wishing to analyse and raise the quality of their service can use its survey framework. It was issued on 30 April 2026.
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Document preview — GB/Z 175-2026
National Standard of the People's Republic of China
- ICS
- 03.080.01
- Classification
- A 12
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Preface
- Introduction
- 1 Scope
- 2 Normative References
- 3 Terms and Definitions
- 4 Methodology and Overview of Selected Organizations
- 4.1 Methodology
- 4.2 Overview of the Selected Organization
- 5.Practices of Leadership and Strategy for High-Quality Service
- 5.1 Overview
- 5.2 Vision, Mission, and Strategy for High-Quality Service
- 5.3 Leadership and Management Requirements for High-Quality Service
- 6 Practices of a culture of excellent service and employee participation
- 6.1 Overview
- 6.2 A Culture of Excellent Service
- 6.3 Employee Participation
- 7 Practices for Creating the Ultimate Customer Experience
- 7.1 Overview
- 7.2 Understanding Customer Needs, Expectations, and Desires
- 7.3 Design and Update for an Ultimate Customer Experience
- 7.4 Service Innovation Management
- 8 Practices in Implementing High-Quality Services
- 8.1 Overview
- 8.2 Managing efficient processes and organizational structures related to customer experience
- 8.3 Monitoring Quality Service Behaviors and Outcomes
- Appendix A (Informative) Template for Completing Best Practice Cases of Excellent Service
Foreword
This document is a standard or guiding technical document.
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.
This document pertains to GB/T 42185-2022 (ISO 23592:2021, IDT) and GB /Z 43427-2023 (ISO /T S24082. The supporting standards of IDT (2021).
This document adopts ISO /T R7179.2023 "Quality service - Practices to achieve quality service".
Introduction
Currently, organizations across various industries often strive to build customer loyalty by meeting customer expectations (i.e., customer satisfaction). However... However, simply achieving customer satisfaction may not be enough to sustainably enhance customer loyalty. ISO 23592 points out that providing personalized and surprising experiences is crucial.
High-quality service can make customers feel happy, thereby creating an ultimate customer experience, which is the key to building high customer loyalty.
ISO 23592 provides principles and models for achieving high-quality service, clarifying how organizations can continuously improve their service capabilities.
ISO /T S24082 provides specific instructions on how to design high-quality services.
The purpose of this document is to help all stakeholders understand how to apply [the relevant technologies] by sharing case studies from highly regarded organizations.
ISO 23592 and ISO /T S24082.Ten organizations provided their widely recognized best practices. ISO /TC312 Quality Service.
The technical committee studied the relevance of these practices to ISO 23592 and ISO /T S24082.
Furthermore, this document identifies potential areas for standardization, including through gap analysis of practices covered and not covered by existing documents. The subsequent revision suggestions.
1 Scope
This document provides a practical guide for achieving high-quality service. It can be used when applying ISO 23592 and ISO /T S24082.
1.1 Quality Service Leadership and Strategy
Vision, Mission and Strategy for Quality Service
a) Vision A-1 B-1
b) Mission A-1 B-1
c) Strategy A-1 B-1
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. This document.
ISO 23592 Service Excellence Principles and Model
Note: GB/T 42185-2022 Principles and Models for Quality Service (ISO 23592:2021, IDT)
ISO /T S24082 Service Excellence Design. High-quality service for an exceptional customer experience.
Note: GB /Z 43427-2023 Quality Service Design - High-quality service for an exceptional customer experience (ISO /T S24082.2021, IDT)
3 Terms and Definitions
The terms and definitions defined in ISO 23592 and ISO /T S24082 apply to this document.
4 Overview of Methodology and Selected Organization
4.1 Methodology
This document contains best practice examples of achieving high-quality service drawn from 10 highly praised organizations.
Spanning multiple different industries, their practices were collected using templates in Appendix A to determine their alignment with each element of the ISO 23592 standard.
The correlation of elements. The selected practice cases were identified based on various combinations of the following criteria.
---The highest rating or best reputation in the industry;
--- Implement practices related to all or some elements of the ISO 23592 quality service model, and in accordance with quality service-related indicators.
To obtain a high rating, for example, a reputation for excellent service.
This survey identified the connections between practice cases and each element of ISO 23592, which are shown in Table 1.
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 28 pages — is available in the English PDF.
Referenced standards
Normative references
ISO 23592 · ISO/T S24082
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