GB/T 25341.3-2024铁路旅客运输服务质量第3部分：服务评价

ICS03.220.30

CCSA12

中华人民共和国国家标准

GB/T25341.3—2024

铁路旅客运输服务质量

第3部分：服务评价

Qualityofrailwaypassengertransportservice—

Part3：Serviceevaluation

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

GB/T25341.3—2024

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

Ⅰ

GB/T25341.3—2024

前言

本文件按照GB/T1.1—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/T25341《铁路旅客运输服务质量》的第3部分。GB/T25341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。

Ⅲ

GB/T25341.3—2024

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/T25341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/T25341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/T25341.1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

容、评价方法和评价报告，是对GB/T25341.1服务评价部分内容的细化。

Ⅳ

GB/T25341.3—2024

铁路旅客运输服务质量

第3部分：服务评价

1范围

本文件规定了铁路旅客运输服务质量的评价要求、评价过程、评价内容、评价方法和评价报告。

本文件适用于铁路监管部门、铁路运输企业和第三方评价机构对铁路旅客运输服务质量的评价。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用于

本文件。

GB/T13317铁路运输词汇

GB/T25341.1铁路旅客运输服务质量第1部分：总则

GB/T25341.2铁路旅客运输服务质量第2部分：服务过程

3术语和定义

GB/T13317和GB/T25341.1界定的以及下列术语和定义适用于本文件。

3.1

旅客运输服务质量评价evaluationofthequalityofpassengertransportservice

对铁路旅客运输服务优劣程度进行评判及对结果进行分析。

3.2

评价主体evaluationsubject

铁路旅客运输服务质量评价工作的组织者。

3.3

评价组织evaluationorganization

铁路旅客运输服务质量评价工作的实施机构。

3.4