After-sales service certification

Certification core content

After-sales service certification focuses on the systematic management of after-sales service, and the core inspection includes the following three modules:

After-sales service system: organizational structure and function division, personnel qualification and training, resource allocation and guarantee, supervision and continuous improvement.

Commodity services: technical support and training, repair and maintenance services, quality assurance and recall mechanism, and waste commodity recycling.

Customer service: customer relationship management, complaint handling and dispute resolution, satisfaction survey and improvement, service commitment and transparency.

Certification level and evaluation system

Commodity after-sales service certification adopts quantitative scoring and star rating system, with a total score of 100 points, and is graded according to the score:

Standard grade (70-79 points): the basic service ability is up to standard, with no major defects.

Three-star (80-89 points): standardized service process and high customer satisfaction.

Four-star (90-94 points): leading service system, with industry demonstration.

Five-star (above 95 points): the service is innovative and the customer loyalty is significantly improved.

Certification pays special attention to key performance indicators, such as complaint response time (≤24 hours) and complaint resolution rate (≥95%).

Certification process

Commodity after-sales service certification is usually divided into the following stages:

Application and acceptance: submit the application materials (business license, service system documents, list of service outlets, etc.), and the certification institution will conduct application review to confirm that the organization has the basic conditions for certification (the system has been in operation for 3 months, has not been punished by administration within one year, and has not been included in the list of serious dishonesty).

Document review: review the compliance of system documents with GB/T 27922 standards and confirm the adequacy of on-site review preparation.

On-site audit: Conduct on-site audit, including personnel interview, document record inspection, service network inspection, service feature evaluation, customer satisfaction survey, etc., to evaluate the compliance and effectiveness of the system and identify nonconformities.

Rectification and review: for the nonconformities found in the audit, the organization shall complete the rectification within the specified time limit and submit the evidence, which will be reviewed by the audit team.

Certification decision and certification: Certification certificate will be issued after the technical review is passed, confirming that the organization meets the corresponding star requirements. The certificate is valid for three years and can be found on the website of CNCA.

Supervision and audit: conduct supervision and audit once a year after obtaining the certificate (the interval shall not exceed 12 months) to confirm that the system continues to meet the certification requirements.

Re-certification audit: Re-certification audit is conducted before the certificate expires, and the certification qualification is extended, usually for three years.

Certification value

Improve service quality: build a standardized after-sales service system, optimize complaint handling timeliness and resolution rate, and enhance customer satisfaction and loyalty.

Enhance market competitiveness: Certified enterprises can use star logo in product packaging and publicity as an important plus item for bidding, government procurement and large-scale project cooperation.

Continuous improvement mechanism: through annual supervision and review, promote service process optimization and standardized management, and establish a good after-sales service reputation.

Authoritative certification: the certified enterprise proves its leading service in the whole industry in China, with high consumer recognition.