WB/T 1040-2012 in English

本标准规定了物流企业进行客户满意度评估时评估指标的设定原则与内容、评估指标的量化处理与评估指标权重的确定方法、评估数据的调查方法及具体的评估步骤，并给出了物流企业客户满意度的等级划分标准。
本标准适用于GB/T 19680中所规定的物流企业，生产企业物流服务客户满意度评估亦可参照执行。

Scope

This standard stipulates the principles and contents of setting evaluation indicators when logistics enterprises conduct customer satisfaction evaluation, the quantitative processing of evaluation indicators and the determination method of evaluation indicator weights, the investigation methods of evaluation data and specific evaluation steps, and provides logistics Criteria for grading corporate customer satisfaction. This standard applies to logistics enterprises specified in GB/T 19680. The customer satisfaction assessment of logistics services of production enterprises can also be implemented with reference.