What’s the most frustrating part of buying a product?
Unreachable customer service lines, waiting half a month for repairs, or having complaints ignored... I'm sure many of us have been there.
For consumers, buying a product isn't just about its features; it's about peace of mind. And after-sales service is exactly what determines whether they’ll come back next time.
What Does the After-Sales Service Certification Evaluate?
Based on the GB/T 27922-2011 standard, this certification scores a company's after-sales service across three dimensions:
✅ After-Sales Service System (40 points): Evaluates whether the company has a dedicated after-sales department, adequate staffing, and sound policies and service culture.
✅ Product Service (35 points): Assesses product information transparency, technical support, and the quality of maintenance, delivery, and warranty services.
✅ Customer Service (25 points): Looks at how well the company handles customer complaints and maintains customer relationships.
With a full score of 100, 70 is the passing mark. Scores above 80 earn a 3-Star rating, above 90 is 4-Star, and above 95 is 5-Star. The higher the score, the more robust the after-sales service.
Why Should Your Business Get This Certification?
Let’s get down to business:
Visible Customer Trust. ? You can't just say your service is great; a third-party certification certificate directly proves your service level.
Bonus Points in Bidding. ? Many government and enterprise procurement projects use this certification as an evaluation criterion. Having the certificate gives you a massive competitive edge.
Driving Service Upgrades. ? Certification isn't a one-and-done deal. With annual surveillance audits, companies are motivated to continuously optimize their service processes to maintain their rating—which ultimately benefits the consumers.
What’s the Certification Process?
The certification uses a combined approach of "Service Characteristic Assessment + Customer Survey + Service Management Audit." Here is the workflow:
1️⃣ Application Submission: Provide corporate qualifications and system documentation.
2️⃣ Application Review: The certification body reviews the materials to confirm acceptance.
3️⃣ Contract Signing: Both parties confirm the certification scope, fees, and other details.
4️⃣ Audit Planning: Determine the audit schedule, form the audit team, and develop the audit plan.
5️⃣ On-Site Audit: Conduct the service management audit and service characteristic assessment on-site; mystery shopping is conducted if necessary.
6️⃣ Non-Conformity Resolution: The company must complete corrective actions for any identified issues within a specified timeframe.
7️⃣ Audit Report & Review: A written audit report is generated and reviewed before a certification decision is made.
8️⃣ Certification Decision: Upon successful evaluation, the certificate is issued, valid for 3 years.
9️⃣ Annual Surveillance: At least one surveillance audit is conducted annually to ensure ongoing compliance.
Engwei Certification: 25 Years of Dedication to the Certification Industry.
From traditional management system certifications to emerging fields, we have accumulated extensive audit experience and boast a highly professional audit team, having served over 10,000 enterprises. Choosing Engwei Certification means choosing a long-term partner who understands service, adheres to standards, and can be relied upon.
