GB/T 47137-2026 Service excellence—Guidelines for application of digital approaches to achieve service excellence English, Anglais, Englisch, Inglés, えいご
This is a draft translation for reference among interesting stakeholders. The finalized translation (passing through draft translation, self-check, revision and verification) will be delivered upon being ordered.
ICS 13.220.10
CCS H 57
National Standard of the People's Republic of China
GB/T 47137-2026
Service excellence - Guidelines for application of digital approaches to achieve service excellence
优质服务 应用数字化方法实现优质服务指南
Issue date: 2026-01-28 Implementation date: 2027-02-01
Issued by the General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China
the Standardization Administration of the People's Republic of China
Contents
Foreword
Introduction
0.1 Overview
0.2 Correspondence between this document and ISO documents
1 Scope
2 Normative References
3 Terms and Definitions
4 Main Principles
4.1 Tailoring
4.2 Security and Reliability
4.3 Inclusivity
4.4 Ethical Compliance
4.5 Environmental Sustainability
4.6 Unification and Sharing
5 Model for Achieving Service Excellence Using a Digital Approach
6 Preparation for Applying Digital Methods
6.1 Assessment of the Necessity and Feasibility of Applying Digital Methods
6.2 Developing a Digital Method Implementation Plan
7 Applying Digital Methods to Achieve Service Excellence
7.1 Overview
7.2 Service Excellence Leadership and Strategy
7.3 Service Excellence Culture and Employee Engagement
7.4 Creating Excellent Customer Experiences
7.5 Service Excellence Implementation
8 Evaluation and Improvement of Digital Method Application Effectiveness
8.1 Effectiveness Analysis
8.2 Continuous Improvement
Annex A (Informative) Self-Assessment Checklist for Digital Method Application
Annex B (Informative) Classification of Digital Methods
Annex C (Informative) Digital Methods and Their Correspondence with the Service Excellence Model
Bibliography
Service Excellence - Guide to Achieving Service Excellence Using a Digital Approach
1 Scope
This document provides guidance on applying a digital approach to achieve service excellence, covering relevant principles, models, and specific application methods.
This document is applicable to organizations that have adopted, or plan to adopt, a digital approach to achieve service excellence.
2 Normative References
The following documents contain provisions which, through normative reference in this text, constitute essential provisions of this document. For dated references, only the edition cited applies. For undated references, the latest edition (including any amendments) applies.
GB/T 42185—2022 Service excellence - Principles and model
GB/Z 43427—2023 Service excellence - Designing high-quality service to deliver excellent customer experience
GB/T 46305—2025 Service excellence - Measuring and evaluating service excellence performance
3 Terms and Definitions
For the purposes of this document, the terms and definitions given in GB/T 42185—2022 and the following apply.
3.1 service excellence
The capability of an organization to sustainably deliver excellent service.
[SOURCE: GB/T 42185—2022, 3.1]
3.2 excellent service
A high-level service output delivered by an organization to customers, enabling customers to obtain an excellent customer experience, thereby impressing them.
[SOURCE: GB/T 42185—2022, 3.2]
3.3 digital approach
A strategy or method that utilizes digital technologies, tools, and processes to handle, manage, or optimize various activities and tasks in a specific domain.
3.4 customer
A person or organization that could or actually accepts a product or service provided for them, or provided according to their requirements.
EXAMPLE: Consumers, clients, end-users, patients, beneficiaries, and purchasers.
NOTE: Users can be internal or external to the organization.
[SOURCE: GB/T 42185—2022, 3.4]
3.5 customer experience
The perceptions of a customer resulting from interactions with an organization, its products, or services.
4 Important Customizations
Organizations should select tailored digital methods according to their specific needs and actual situations to achieve service excellence, driving organizational improvement and responding to risks and challenges. Adaptability reflects an organization's ability to flexibly adjust its strategies when facing new environments, tasks, or challenges. By employing various means, including customized digital methods, organizations can better respond to the environment and achieve the intended goals of service excellence. When introducing new digital methods, it is necessary to ensure their seamless integration with existing infrastructure and systems. Simultaneously, organizations should also pay attention to the long-term adaptability of digital technologies.
4.2 Security and Reliability
When using digital methods to enhance the customer experience, organizations should take effective measures to ensure the security and reliability of the service. Particularly when using digital methods (such as software, algorithms, etc.), special attention must be paid to ensuring data security.
EXAMPLE: User data in games is stored in encrypted form and cannot be shared with other institutions without the user's consent.
4.3 Inclusivity
Inclusivity should be considered when designing and selecting digital methods to ensure equal access for people lacking digital skills (e.g., the elderly, children, people with disabilities) and those with limited access to digital infrastructure. Additionally, consideration should be given to incorporating measures to protect vulnerable groups or minors.
EXAMPLE: Some elderly people may be unfamiliar with digital systems. In such cases, organizations should ensure that the system's help files are presented more clearly, friendlier, and more intuitively, while also providing step-by-step guidance and easy-to-understand instructions. This will help the elderly use the system effectively, thereby enabling them to obtain a more efficient service experience.
4.4 Ethical Compliance
When applying digital methods, the basic ethical norms of digital services should be followed, including but not limited to protecting customer privacy and avoiding discrimination based on gender, race, or religion.
4.5 Environmental Sustainability
Minimize the impact on the environment by reducing unnecessary physical interactions and optimizing service processes. Furthermore, it is equally important to consider how to make the design of the digital methods themselves more environmentally friendly (green information technology).
4.6 Unification and Sharing
Adopt industry-standard digital terminology and information coding practices to promote seamless integration and collaboration between different information systems. Attention should be paid to compatibility across different devices and platforms to ensure convenient access for all users.
5 Model for Achieving Service Excellence Using a Digital Approach
6 Preparation for Applying Digital Methods
6.1 Assessment of the Necessity and Feasibility of Applying Digital Methods
6.1.1 Necessity Analysis
Organizations should analyze the impact of digital methods on their service excellence strategy and the creation of excellent customer experiences, ensuring that the digital methods to be adopted align with the organization's overall digital strategy. Annex A provides a list of common questions that organizations may encounter during the process of applying digital methods to achieve service excellence. Appropriate practices include:
Standard
GB/T 47137-2026 Service excellence—Guidelines for application of digital approaches to achieve service excellence (English Version)
Standard No.
GB/T 47137-2026
Status
to be valid
Language
English
File Format
PDF
Word Count
14500 words
Price(USD)
435.0
Implemented on
2026-5-1
Delivery
via email in 1~5 business day
Detail of GB/T 47137-2026
Standard No.
GB/T 47137-2026
English Name
Service excellence—Guidelines for application of digital approaches to achieve service excellence
GB/T 47137-2026 Service excellence—Guidelines for application of digital approaches to achieve service excellence English, Anglais, Englisch, Inglés, えいご
This is a draft translation for reference among interesting stakeholders. The finalized translation (passing through draft translation, self-check, revision and verification) will be delivered upon being ordered.
ICS 13.220.10
CCS H 57
National Standard of the People's Republic of China
GB/T 47137-2026
Service excellence - Guidelines for application of digital approaches to achieve service excellence
优质服务 应用数字化方法实现优质服务指南
Issue date: 2026-01-28 Implementation date: 2027-02-01
Issued by the General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China
the Standardization Administration of the People's Republic of China
Contents
Foreword
Introduction
0.1 Overview
0.2 Correspondence between this document and ISO documents
1 Scope
2 Normative References
3 Terms and Definitions
4 Main Principles
4.1 Tailoring
4.2 Security and Reliability
4.3 Inclusivity
4.4 Ethical Compliance
4.5 Environmental Sustainability
4.6 Unification and Sharing
5 Model for Achieving Service Excellence Using a Digital Approach
6 Preparation for Applying Digital Methods
6.1 Assessment of the Necessity and Feasibility of Applying Digital Methods
6.2 Developing a Digital Method Implementation Plan
7 Applying Digital Methods to Achieve Service Excellence
7.1 Overview
7.2 Service Excellence Leadership and Strategy
7.3 Service Excellence Culture and Employee Engagement
7.4 Creating Excellent Customer Experiences
7.5 Service Excellence Implementation
8 Evaluation and Improvement of Digital Method Application Effectiveness
8.1 Effectiveness Analysis
8.2 Continuous Improvement
Annex A (Informative) Self-Assessment Checklist for Digital Method Application
Annex B (Informative) Classification of Digital Methods
Annex C (Informative) Digital Methods and Their Correspondence with the Service Excellence Model
Bibliography
Service Excellence - Guide to Achieving Service Excellence Using a Digital Approach
1 Scope
This document provides guidance on applying a digital approach to achieve service excellence, covering relevant principles, models, and specific application methods.
This document is applicable to organizations that have adopted, or plan to adopt, a digital approach to achieve service excellence.
2 Normative References
The following documents contain provisions which, through normative reference in this text, constitute essential provisions of this document. For dated references, only the edition cited applies. For undated references, the latest edition (including any amendments) applies.
GB/T 42185—2022 Service excellence - Principles and model
GB/Z 43427—2023 Service excellence - Designing high-quality service to deliver excellent customer experience
GB/T 46305—2025 Service excellence - Measuring and evaluating service excellence performance
3 Terms and Definitions
For the purposes of this document, the terms and definitions given in GB/T 42185—2022 and the following apply.
3.1 service excellence
The capability of an organization to sustainably deliver excellent service.
[SOURCE: GB/T 42185—2022, 3.1]
3.2 excellent service
A high-level service output delivered by an organization to customers, enabling customers to obtain an excellent customer experience, thereby impressing them.
[SOURCE: GB/T 42185—2022, 3.2]
3.3 digital approach
A strategy or method that utilizes digital technologies, tools, and processes to handle, manage, or optimize various activities and tasks in a specific domain.
3.4 customer
A person or organization that could or actually accepts a product or service provided for them, or provided according to their requirements.
EXAMPLE: Consumers, clients, end-users, patients, beneficiaries, and purchasers.
NOTE: Users can be internal or external to the organization.
[SOURCE: GB/T 42185—2022, 3.4]
3.5 customer experience
The perceptions of a customer resulting from interactions with an organization, its products, or services.
4 Important Customizations
Organizations should select tailored digital methods according to their specific needs and actual situations to achieve service excellence, driving organizational improvement and responding to risks and challenges. Adaptability reflects an organization's ability to flexibly adjust its strategies when facing new environments, tasks, or challenges. By employing various means, including customized digital methods, organizations can better respond to the environment and achieve the intended goals of service excellence. When introducing new digital methods, it is necessary to ensure their seamless integration with existing infrastructure and systems. Simultaneously, organizations should also pay attention to the long-term adaptability of digital technologies.
4.2 Security and Reliability
When using digital methods to enhance the customer experience, organizations should take effective measures to ensure the security and reliability of the service. Particularly when using digital methods (such as software, algorithms, etc.), special attention must be paid to ensuring data security.
EXAMPLE: User data in games is stored in encrypted form and cannot be shared with other institutions without the user's consent.
4.3 Inclusivity
Inclusivity should be considered when designing and selecting digital methods to ensure equal access for people lacking digital skills (e.g., the elderly, children, people with disabilities) and those with limited access to digital infrastructure. Additionally, consideration should be given to incorporating measures to protect vulnerable groups or minors.
EXAMPLE: Some elderly people may be unfamiliar with digital systems. In such cases, organizations should ensure that the system's help files are presented more clearly, friendlier, and more intuitively, while also providing step-by-step guidance and easy-to-understand instructions. This will help the elderly use the system effectively, thereby enabling them to obtain a more efficient service experience.
4.4 Ethical Compliance
When applying digital methods, the basic ethical norms of digital services should be followed, including but not limited to protecting customer privacy and avoiding discrimination based on gender, race, or religion.
4.5 Environmental Sustainability
Minimize the impact on the environment by reducing unnecessary physical interactions and optimizing service processes. Furthermore, it is equally important to consider how to make the design of the digital methods themselves more environmentally friendly (green information technology).
4.6 Unification and Sharing
Adopt industry-standard digital terminology and information coding practices to promote seamless integration and collaboration between different information systems. Attention should be paid to compatibility across different devices and platforms to ensure convenient access for all users.
5 Model for Achieving Service Excellence Using a Digital Approach
6 Preparation for Applying Digital Methods
6.1 Assessment of the Necessity and Feasibility of Applying Digital Methods
6.1.1 Necessity Analysis
Organizations should analyze the impact of digital methods on their service excellence strategy and the creation of excellent customer experiences, ensuring that the digital methods to be adopted align with the organization's overall digital strategy. Annex A provides a list of common questions that organizations may encounter during the process of applying digital methods to achieve service excellence. Appropriate practices include:
