内容简介
DB34/T 3959-2021物业服务第三方评价技术标准
Techmical standard for thirdparty wvaluation of property sevice
2021-12-08 实施
2021-06-08发布
目 次
前言...................................................................................................................................................................1
引言...................................................................................................................................................................1
1 范围...................................................................................................................................................................1
2 规范性引用文件...............................................................................................................................................1
3 术语和定义.......................................................................................................................................................1
4 评价人员基本要求...........................................................................................................................................2
5 评价原则、依据和方法...................................................................................................................................2
5.1 评价原则....................................................................................................................................................2
5.2 评价依据....................................................................................................................................................2
5.3 评价方法....................................................................................................................................................2
6 评价内容...........................................................................................................................................................3
6.1 服务资源....................................................................................................................................................3
6.2 服务过程....................................................................................................................................................3
6.3 服务结果....................................................................................................................................................4
7 评价程序...........................................................................................................................................................5
7.1 评价准备....................................................................................................................................................5
7.2 确定评价方案............................................................................................................................................5
7.3 实施现场评价............................................................................................................................................5
7.4 形成评价报告............................................................................................................................................5
附录 A （规范性） 物业项目服务资源评价...................................................................................................8
附录 B （规范性） 物业项目服务过程评价.................................................................................................11
B.1 房屋及设施设备管理............................................................................................................................. 11
B.2 公共秩序维护......................................................................................................................................... 16
B.3 环境服务..................................................................................................................................................19
B.4 客户服务..................................................................................................................................................21
B.5 文明创建与社区共建共治..................................................................................................................... 23
附录 C （规范性） 物业项目服务结果评价.................................................................................................25
附录 D （资料性） 物业服务评价报告.........................................................................................................27
参考文献.............................................................................................................................................................35