超清版 GB/T 25341.3-2024 铁路旅客运输服务质量 第3部分：服务评价

ICS 03.220.30
CCS A 12
GB/T 25341.3—2024
铁路旅客运输服务质量
第3 部分：服务评价
Quality of railway passenger transport service—
Part 3：Service evaluation
2024⁃08⁃23 发布2024⁃12⁃01 实施
国家市场监督管理总局
国家标准化管理委员会发布

目　　次
前言··························································································································Ⅲ
引言··························································································································Ⅳ
1　范围·······················································································································1
2　规范性引用文件········································································································1
3　术语和定义··············································································································1
4　评价要求·················································································································2
5　评价过程·················································································································3
6　评价内容·················································································································3
7　评价方法·················································································································4
8　评价报告·················································································································6
附录A（资料性）　旅客满意度加权平均模型········································································7
附录B（资料性）　通用型专业评审指标体系········································································9
附录C（资料性）　投诉率数据处理方法·············································································16
附录D（资料性）　正点率数据处理方法·············································································17
参考文献····················································································································18

前　　言
本文件按照GB/T 1.1—2020《标准化工作导则　第1 部分：标准化文件的结构和起草规则》的规
定起草。
本文件是GB/T 25341《铁路旅客运输服务质量》的第3 部分。GB/T 25341 已经发布了以下
部分：
——第1 部分：总则；
——第2 部分：服务过程；
——第3 部分：服务评价。
请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。
本文件由国家铁路局提出并归口。
本文件起草单位：中国标准化研究院、国家铁路局、中国国家铁路集团有限公司、中国铁道科学研
究院集团有限公司、中国铁路哈尔滨局集团有限公司、中国铁路北京局集团有限公司、中国铁路西安局
集团有限公司、中国铁路上海局集团有限公司、中国铁路广州局集团有限公司、中国铁路南宁局集团有
限公司、国家铁路局市场监测评价中心、中国计量大学。
本文件主要起草人：陈滋顶、郑娟尔、郑铎、曹俐莉、戴之希、张晓东、马治俊、麻寒松、文卫和、
鲁熹禧、尹盼盼、赵祎。

引　　言
铁路是国民经济大动脉、关键基础设施和重大民生工程，是综合交通运输体系的骨干和主要交通
方式之一，在我国经济社会发展中的地位和作用至关重要。随着人民生活水平的提高，旅客对运输服
务质量的要求也越来越高。标准化是保障和提升服务质量的重要手段。GB/T 25341 旨在确立铁路旅
客运输服务质量的基本准则，由三个部分构成。
——第1 部分：总则。目的在于明确铁路旅客运输服务的基本要求、服务管理、服务合同、服务过
程、服务沟通、服务评价与改进的总体内容，是GB/T 25341 的核心标准。
——第2 部分：服务过程。目的在于明确提供铁路旅客运输服务的服务环境、设施设备、服务环
节、应急和补救服务的内容和要求，是GB/T 25341.1 的配套标准。
——第3 部分：服务评价。目的在于明确铁路旅客运输服务质量的评价要求、评价过程、评价内<