GB/T 39887-2021. Index systems for evaluating enterprise's online reputation.
1 Scope
GB/T 39887 specifies the principles, evaluation indicators and evaluation methods for online reputation evaluation of enterprises, as well as the principles and processes of online identification services based on the evaluation results.
GB/T 39887 applies to online reputation evaluation and identification services for enterprises.
2 Terms and definitions
The following terms and definitions apply to this document.
2.1
Online reputation
The degree of corporate reputation formed through network transmission and existing in the minds of the online public.
Note: Online reputation can also be called online word of mouth.
2.2
Interest party
The subject with an interest in the evaluation object.
2.3
Online reputation management
Manage and maintain online reputation through measures such as monitoring, responding to and actively publishing online public opinions.
3 Evaluation Principles
Evaluation of online reputation should truly reflect the true views of the online public on the evaluation object. It should provide reference for customers or other relevant parties and provide objective basis for the evaluation object to diagnose and improve its business behavior. The evaluation work should follow the principles of fairness, justice, standardization and science, including:
a) The evaluation data should be authentic, reliable, representative and timely, and the evaluation data of fake stakeholders should be removed;
b) The evaluation data can include evaluation data in public carriers such as online communities, forums, Weibo, WeChat Moments, online public sampling survey results and expert ratings;
c) The evaluation indicators should cover the main concerns of the stakeholders of the evaluation object;
d) The weight of the evaluation indicator should be consistent with the importance of the indicator and the degree of concern of the stakeholders;
e) The scoring criteria should be detailed and operational;
f) The evaluation results should reflect the actual feelings of the online public, be comparable and clear and easy to understand, and can be in the form of numerical values, levels or symbols;
g) Pay attention to the timeliness of evaluation results.
This standard specifies the principles, evaluation indicators and evaluation methods for online reputation evaluation of enterprises, as well as the principles and processes for online identification services based on evaluation results. This standard applies to online reputation evaluation and identification services for enterprises.

ICIS03.080.01
A 10
National Standard of the People's Republic of China
GB/T 39887—2021
Index systems for evaluating enterprise's online reputation2021-03-09Released
State Administration for Market Regulation
National Standardization Administration
Released
2021-10-01Implementation
GB/T 39887—2021
Foreword
Scope
Terms and definitions
Evaluation principles
Evaluation indicators and weights
Indicator classification
First-level indicators
Second-level indicator weights
Secondary indicators and weights
5 Online identification service for online reputation evaluation results of Keding 5.1 Service requirements
5.2 Service process
6 Examples of online reputation evaluation indicator system for general consumer product manufacturers||tt ||Appendix A (Informative Appendix) Principles and Basic Steps of Online Reputation Management of Enterprises Appendix B (Informative Appendix)
Table of Level 1 Index System for Online Reputation Evaluation of General Consumer Goods Manufacturers Appendix ((Informative Appendix)
Table of Level 2 Index System for Online Reputation Evaluation of General Consumer Goods Manufacturers KaeerkAca-
This standard was drafted in accordance with the rules given in GB/T1.12009. This standard was proposed by the National Technical Committee for Social Credit Standardization (SAC/TC470) and is classified as HGB/T 39887-2021
Drafting of this standard: China National Institute of Standardization, Shenzhen Zhongxin Neutron Business Transaction Guarantee Promotion Center, Zhongshi Integrity Credit Evaluation Co., Ltd., Beijing Tongchuang Huda Technology Co., Ltd., Hebei Valley Standardization Research Institute, Shuizhou City Standardization Research Institute, Anhui Kaigong Liquor Co., Ltd., Shuhua Sports Co., Ltd., Hangzhou Dianzi University, Shandong Yujie Bearing Manufacturing Co., Ltd., Luzhou Laojiao Co., Ltd., Jiangsu Hengtong Optical-Electric Co., Ltd., Beijing Gome Online E-Commerce Co., Ltd., Shijiazhuang Junlebao Dairy Co., Ltd., Heilongjiang Public Credit Center, Fujian Huifeng Pharmaceutical Co., Ltd.: The main drafters of this standard: Ye Ruyi, Sun Zhilue, Feng Liruo, He Jianjun, Jiang Pingjing, Guo Xinfeng, Pan Yao, Zhang Ren, Li Xiudi, Zhang Xin, Shi Xin, Xu Yingcheng, Zhou Qingwu, He Ya, Shi Ming, Sun Yixing, Fang Wei, Chai Bing, Cai Meigui, Chu Wujin, Li Xianghua, Zhang Xueman, Bai Suyue, Lu Chengxu, Yun.
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GB/T39887—2021
Introduction
With the rapid development of the Internet economy, many companies pay more and more attention to online reputation. Online reputation evaluation and identification services are also gradually recognized by companies. Due to the lack of a standardized and recognized online reputation evaluation index system, some evaluation results are less scientific and comparable, and even out of touch with the actual online reputation of the enterprise, misleading stakeholders. Therefore, the National Technical Committee for Social Credit Standardization proposed and formulated this standard to standardize the classification and grading system of pricing indicators for corporate online reputation, provide standardized guidance and a basis for online reputation evaluation services to be followed. 1 Scope
Indicator system for online reputation evaluation of enterprises
GB/T39887—2021
This standard specifies the principles, indicators and methods for online reputation evaluation of enterprises, as well as the principles and processes for online identification services based on evaluation results:
This standard applies to online reputation evaluation and identification services for enterprises. 2 Terms and definitions
The following terms and definitions apply to this document: 2.1
onlinereputation
onlinereputation
the corporate reputation formed through network transmission and existing in the minds of the online public. Note: Online reputation can also be called online reputation. 2.2
interestparty
the subject with an interest in the evaluation object. 2.3
onlinereputationmanagement The online reputation is maintained through measures such as monitoring, responding to and actively publishing its own online information. 3 Evaluation principles
The evaluation of online reputation should truly reflect the true views of the online public on the evaluation object, provide reference for customers or other relevant parties, and provide an objective basis for the evaluation object to diagnose and improve its business behavior. The evaluation work should follow the principles of fairness, justice, standardization and science. Specifically, the evaluation data should be authentic, reliable, representative and timely, and false and relevant information should be removed. Evaluation data: a
Evaluation data may include evaluation data from public platforms such as online communities, forums, Weibo, and WeChat Moments, online public survey results, and expert ratings, etc. b)
Evaluation indicators should cover the main concerns of the stakeholders of the evaluation object; the weight of evaluation indicators should be consistent with the importance of the indicators and the degree of concern of the stakeholders; d
The scoring criteria should be detailed and operational: 0
The evaluation results should reflect the actual feelings of the online public, be comparable, clear and easy to understand, and can be in the form of numerical values, levels or symbols; pay attention to the timeliness of the evaluation results.
Evaluation indicators and weights
Indicator classification
Online reputation evaluation adopts a two-level indicator system. Different first-level indicators can be selected to evaluate the online reputation of different types of enterprises. Each first-level indicator has several second-level indicators that can correspond to specific data sources. 4.2
First-level indicators
The first-level indicators of online reputation evaluation can be selected from the following indicators, or additional indicators can be added according to the characteristics of the products and services provided: Products: the quality, function, performance, price, novelty, portability and other aspects of the products or services provided; a)
After-sales service: product maintenance, waste recycling, quality accident handling, user complaints b)
Integrity: information disclosure to upstream and downstream direct stakeholders, trustworthiness, etc.; d
Friendliness: respect for the interests of upstream and downstream stakeholders, so that stakeholders can rest assured and trustworthy characteristics: Online reputation management: the legality, perfection and effectiveness of online reputation management measures, which may include its own product and service quality management system, timely response and processing of network-related information, etc.; User experience: the user's overall experience of goods or services, such as user satisfaction, loyalty, and attention to the company or brand or related stores; Supplier overall experience: the feelings and evaluation of upstream suppliers in cooperating with the company; g
Note: The principles and basic steps of corporate online reputation management are explained in Appendix A. 4.3 Weight of first-level indicators
The weight of the first-level indicators should be consistent with the importance to the stakeholders. The weight of the first-level indicators for online reputation evaluation of consumer goods manufacturers can be found in the weight scores given in Appendix Table H,1. In compliance with the above-mentioned "evaluation principles", the weights of the primary indicators can be adjusted according to the availability and accuracy of data. The same weights are used for enterprises in the same industry or the same type of enterprises to increase the comparability of the evaluation results. 4.4 Secondary indicators and weights
The selection, scoring rules and weight determination of secondary indicators should take into account the characteristics of the enterprise and the products and services provided, the composition of the primary indicators and the availability of data. The terms of the above-mentioned "evaluation principles" should be followed and the availability of data should be taken into account. 5 Online identification service based on online reputation evaluation results 5.1 Service Requirements
Online identification services shall meet the following requirements: a) Based on the results of online reputation evaluation, the principle of "evaluation first, and then issuing the identification" shall be followed; during the service process, user complaints and feedback shall be accepted in real time, and credit data shall be actively collected and analyzed when necessary to ensure the timeliness of the evaluation results; b)
The complete online reputation information shall be disclosed in a timely manner through the identification link, and warnings may be taken when necessary to urge enterprises to deal with product use disputes, re-evaluation and revocation of identification authorization, etc., to promote enterprises to fulfill their contracts in good faith and protect the rights and interests of consumers. Service Process
The main work process of online identification services includes: a)
Enterprises apply to the service agency ||tt t||The service agency collects relevant data and evaluates the online reputation of the enterprise. c
When the evaluation results meet the credibility requirements, the two parties sign an agreement to authorize the enterprise to use the online logo: if the requirements are not met, the online logo can be authorized to be used after the requirements are met within a limited period of 2
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.) When the enterprise uses the online logo, the service agency should monitor and evaluate its online reputation in real time. Once a dishonesty problem is found, the enterprise should be urged to rectify it. When a serious dishonesty problem is found, a warning should be issued on the logo link or measures such as revoking the logo authorization should be taken to maintain the authority of the logo and protect the rights and interests of consumers. The service agency The organization should re-evaluate the enterprise regularly and handle it according to the provisions of c) after the re-evaluation. e
Example of online reputation evaluation index system for general consumer goods manufacturers. The first-level and second-level indicators of online reputation evaluation for general consumer goods manufacturers are respectively shown in Appendix B and Appendix C, and can be adjusted according to the provisions of the above "Evaluation Principles" 3
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GB/T39887—2021
Principles of online reputation management for enterprises
Appendix
(Informative Appendix)
Principles and basic steps of online reputation management for enterprises. The main principles of online reputation management for enterprises include: a
Authenticity: Enterprise releases Information and responses to online public opinions should be based on facts; Timeliness: Enterprises should monitor their online reputation status, respond to events that are not conducive to the online reputation of the enterprise in a timely manner, and eliminate misunderstandings; Systematic. Take a holistic and coordinated view of the online reputation of the enterprise, and implement online reputation planning, management implementation, inspection and analysis and improvement under a consistent management framework. A.2 Basic steps of online reputation management of enterprises Online reputation management of enterprises includes but is not limited to the following steps: Planning: a) Determine the requirements for online reputation management of the enterprise; establish the policies and objectives of online reputation management of the enterprise; clarify the processes related to online reputation management of the enterprise. Management implementation:
Clear enterprise online reputation management functions:
Configure required resources:
Specify effective control methods for each process, such as information release, online reputation monitoring, response to negative information, risk response, etc.:
Specify the evaluation method of each process result and risk, crisis emergency response plan inspection and analysis:
Apply the evaluation method to inspect and analyze the process and results. d) Improvement:
Inspect and analyze the results and use them to improve the enterprise online reputation management strategies and measures; implement the above measures in a cycle to achieve continuous improvement of online reputation management-riKaeerkca-
Appendix B
(Informative Appendix)
General consumer goods production enterprise online reputation evaluation first-level indicator system table Table 11 gives the general consumer goods production enterprise online reputation evaluation first-level indicator system table B.1 General consumer goods production enterprise online reputation evaluation first-level indicator system table Level indicator
Product
After-sales service
Integrity| |tt||Friendliness
Online information management
Overall user experience
Overall supplier experience
Overall requirements and instructions
Quality, function, performance, price, newness, availability, etc. of products or services; Product repair, waste recycling, quality incident handling, user complaint handling, etc. Evaluation of compliance with contracts by upstream and downstream parties with direct interests Evaluation object Respect for the interests of upstream and downstream parties and enable relevant parties to change and entrust the evaluation object to the legality, completeness and effectiveness of online information management measures GB/T 39887—2021
Review
(Refer to the full score)
Users' overall experience and evaluation of products or corporate services, such as user satisfaction, loyalty, attention to the company's brand or related stores, etc.
Upstream merchants' feelings and evaluation in cooperating with the company Note: The weighted score of this article is obtained by the Sandelphi method-rKaeerkca-
GB/T 39887—2021
Appendix ℃
(Informative Appendix)
Table of the secondary indicator system for online reputation evaluation of general consumer goods manufacturers Table C.1 gives the table of the secondary indicator system for online reputation evaluation of general consumer goods manufacturers. Table C.1 Secondary indicator system for online reputation evaluation Table-level indicator
Product
(33 points)
After-sales service
(13 points)
Integrity
(15 points)
Development
(13 points)
Online reputation management
(15 points)
(Points may be deducted for comparison items)
Secondary indicator||tt ||Quality
Price/performance
Availability
Others
Availability
Service satisfaction
Interest disclosure
Contract compliance
Trustworthiness
Respect for interests
Quality management system
Network sentiment management
Grade indicator description
Objective quality and subjective quality of the product
Feeling plan|| tt||Service failures within the service life period
Situations
Such as: novelty, quality, outstanding features, etc.
The way to obtain customer service
The degree of after-sales service effectiveness
Company advertising packaging, promotional activities, online publicity
Product knowledge, service and communication, to ensure the trustworthiness of consumers
If you want to
Respect the interests of customers
Control the quality of products and services, pay attention to and
Clear customer needs, and improve the online reputation of the enterprise through products and services
Pay attention to and respond to the network information of the enterprise
Indicators:
Full score
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Rating scheme (can be adjusted according to actual conditions) Use continuous scores, or other data and methods
Quality indicators meet national standards and can be scored by spot-checking inspection data (5 points)
2) Consumer feedback (5 points)
Score can be given based on consumer feedback
Score can be given based on comparison of product failure rate with similar products and other data
Additional points will be given for practical features
Convenience of requesting sales services (2 points)
Waiting/queueing time required after a successful request (2 points) 2
Degree of satisfaction of after-sales service (3 points)
Consumer satisfaction with after-sales service (3 points) 1) Provide practical guidance to consumers (4 points) 2
No disturbance to residents (1 point)
Score based on the number and severity of breach of trust incidents within the year Consumer feedback score
Consumer feedback score
From the key aspects of quality management system and Effectiveness rating
Evaluate from the aspects of the degree of perfection, timeliness, legality, and effectiveness of the work mechanism for paying attention to network incidents, responding to or handling them. For example, if you open online customer evaluation and feedback channels, and provide other evaluation information, you can get extra points. If you modify or disguise customer evaluations, or buy websites to delete posts, you will be deducted points according to the severity of the circumstances. A maximum of 10 points can be added to the total score after deducting the first 10 points of the first-level indicator of "online reputation management".
First-level indicator
Full scorewwW.bzxz.Net
Overall user loyalty
(15 points)
Attention
Others
Overall satisfaction of suppliers
Overall satisfaction of suppliers
(15 points)
Satisfaction
Business dealings
Others
Table (.1 (width)
First-level indicator description
User’s satisfaction level with products/services/brands and manufacturers
and the factory
the sincerity of the supplier
the user’s attention to the product/service/brand and the factory
the supplier’s overall satisfaction with the enterprise| | tt | ||Spectral score
Note: The weight score in this table is based on the BI score in the table and is derived from the Delphi method. -rKaeerkAca-
GB/T 39887—2021
Scoring rules (continuous scores can be used according to actual conditions: other data and methods can also be used)
You can consume the book according to the standard Anti-debt scoring | | tt | | Can be scored based on consumer feedback | | tt | | Can be scored based on consumer feedback | | tt | Average
GB/T39887-2021
Scan the genuine service type
People's Republic of China
National Standard
Enterprise Online Reputation Evaluation Index System
GB/T 39887—2021
Published and distributed by China Standard Press
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Service hotline: 400-168-3010
2℃ March 21 General
ISBN: 155066: 167049| |tt||Copyright exclusive
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