GB/T 27922-2011 is China’s first national standard for evaluating after-sales services, developed by the Standardization Administration of China (SAC) and implemented under the Ministry of Commerce. This standard establishes a comprehensive evaluation framework to assess the maturity of corporate after-sales service practices, drive service quality improvements, and enhance customer satisfaction. It covers requirements across three core areas: service systems, product support, and customer engagement.
The standard defines principles and requirements for commercial organizations, focusing on
Service Culture
Prioritize customer-centric values, emphasizing service quality and efficiency.Service Processes & Protocols
Establish robust systems for service teams, workflows, and resource management to ensure timely and effective support.Customer Satisfaction
Mandate regular satisfaction surveys and feedback-driven improvements.
Enterprises are scored on a 0-100 scale across service systems, product support, and customer engagement:
Compliance Level: ≥70 points
3 Stars: ≥80 points
4 Stars: ≥90 points
5 Stars: ≥95 points (highest tier, representing excellence in after-sales service)
This standard applies to:
Manufacturers (production-based enterprises)
Sales-Service Providers (retail, distribution, and post-purchase support entities)
Nationally Recognized Credibility
Certification demonstrates industry-leading service capabilities across China, validated by authoritative standards.
Competitive Edge in Bidding
Serves as a key requirement for participation in government procurement and large-scale enterprise tenders, enhancing eligibility for high-value contracts.
Consumer Trust & Transparency
Certified companies can display the Star-Rated Service Certification Logo on products/packaging, providing tangible proof of service excellence and boosting buyer confidence.
Service Excellence Assurance
Ensures compliance with national benchmarks for service quality, driving improvements in management practices and customer support efficiency.
Sustainable Growth
Facilitates continuous service improvement through feedback-driven optimization, builds long-term brand loyalty, and increases profitability via service-driven revenue streams.