T/GDCMA 023-2026 诚信店评估指标体系

　　ICS 03.080.30 CCS A 12

　　团 体 标 准

　　T/GDCMA 023—2026 T/ZHCC 001—2026代替T/GDCMA023—2025 T/ZHCC 001—2025

　　诚信店评估指标体系

　　Evaluation system for honesty store

　　2026 - 02 - 15 发布 2025 - 03 - 01 实施

　　广东省信用管理师协会 珠海市跨境信用协会 发 布

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　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。

　　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。

　　本文件由珠海市发展和改革局提出。

　　本文件由广东省信用管理师协会、珠海市跨境信用协会归口。

　　本文件2025年4月28日首次发布，2026年2月15日修订，替代T/GDCMA 023—2025 T/ZHCC 001—2025。

　　本文件起草单位：珠海市发展和改革局、珠海市市场监督管理局、珠海市消费者权益保护委员会、中山市发展和改革局、江门市发展和改革局、香港品质保证局、珠海市跨境信用协会、广东省信用管理师协会、澳门信用及商账管理专业协会、珠海鼎和质量发展有限公司、中天弘信用管理(佛山)有限公司。

　　本文件主要起草人：熊颖、郭圣勇、刘晓萌、于冰、邹茜成、李志、万静、曾治宇、郑宝楹、陈婉盈、陈晓冰、廖实玲、乔宝良、陈文、罗康杰、黄诗君、王学振、刘中宪、谢辉、罗碧仪、赵尔威、黄川芩、黄宇光、袁辉。

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　引 言

　　诚信店品牌建设对于提升城市形象、促进经济发展具有至关重要的作用，是推动经济高质量发展的重要策略之一。粤港澳大湾区诚信店品牌建设的目标在于规范大湾区内商户的经营行为，引导各行业商家树立诚信经营的理念。这不仅有助于推动粤港澳三地消费领域信用体系规则的衔接、机制的对接以及先行先试，而且是建立大湾区信用合作机制的积极尝试。此举将促进粤港澳诚信店的合作共建，深化三地消费领域信用的融合，共同创造一个安全、放心的消费环境。

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　诚信店评估指标体系

　　1 范围

　　本文件给出了诚信店评估指标体系的总则、评估指标， 以及评估方法。

　　本文件适用于粤港澳大湾区范围内流通领域直接向消费者提供商品或服务的实体存续经营者诚信店的评估。

　　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/T 19000 质量管理体系 基础和术语

　　GB/T 22117—2018 信用基本术语

　　3 术语和定义

　　GB/T 19000、GB/T 22117—2018界定的以及下列术语和定义适用于本文件。

　　3.1

　　诚信店 honesty store

　　诚信经营行为符合粤港澳三地法律法规等要求及被消费者信任，并经评估后被相关管理机构评估和授予相应称号的经营实体。

　　3.2

　　诚信店标识 certificate of honesty store

　　获得诚信店称号后被授予的荣誉标牌或证书证明。

　　4 总则

　　4.1 科学性

　　基于实际的经营行为和事实，通过规范的记录标准、量化的评估维度及可验证的信息采集方式，系统反映经营者在诚信经营方面的表现，避免主观臆断、信息偏差或逻辑矛盾，确保评价结果的准确性、可追溯性。

　　4.2 公正性

　　对所有参与评估的经营者一视同仁，透明公开，不论经营者的规模、知名度或与评估者的关联程度，都按照统一的标准和方法进行评估。

　　4.3 全面性

　　从多个方面对经营者的诚信情况进行综合评估，不仅包括产品或服务质量、价格诚信等因素，还涵盖售后服务、广告宣传、合同履行、商业信誉等多个维度，全面评估经营者的诚信水平。

　　4.4 激励性

　　对诚信经营的经营者给予肯定和奖励，如授予荣誉称号、优先推荐等，激励经营者继续保持和提升诚信水平，营造良好的商业竞争环境。

　　5 评估指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　5.1 指标类别

　　5.1.1 基础项目

　　诚信店评估的基础项目指标由经营资质、违法行为、消费者权益保护、评估管理4项一级指标和11项二级指标构成。

　　5.1.2 评分项目

　　5.1.2.1 通用项目

　　诚信店评估的通用项目由经营场所、人员、价格与交易、消费者权益保护、投诉争议处理、信用承诺与公共信用6项一级指标和35项二级指标构成。

　　5.1.2.2 专用项目

　　诚信店评估的专用项目，按主要经营户业务类型分为零售服务、餐饮服务、洗衣服务、美容服务、服饰服务、冲印服务、旅游服务及住宿服务等。

　　5.1.2.3 加分项目

　　针对诚信店经营者的鼓励内容和荣誉，给出的加分项目指标。

　　5.2 指标内容

　　诚信店评估的指标宜按照附录A、附录B和附录C内容构成。

　　6 评估方法

　　6.1 提要

　　6.1.1 评估人员独立完成全部指标的评估和评分。

　　6.1.2 诚信店评估评分时，采用评分制对指标项符合满足程度进行评分，给予相应不同评分结果。

　　6.1.3 基础项目(见附录 A.1)全部符合后方可进行其余项目的评估。

　　6.2 评分

　　6.2.1 逐项评估

　　评估人员按照评估项目覆盖的5.2对应全部指标逐项进行评估评分。

　　6.2.2 计分方法

　　最终评估总分值由以下三部分汇总合计构成：

　　a) 第一部分为附录表 A.2 、表B.1～B.20、表C.1 现场核查的评分占总分的 80%，其中由评估活动组织方组织的诚信店评估小组进行的评分占总分的40%，委托内地、香港和澳门具有相关资质的第三方评估机构进行的评分占总分的 40%;

　　b) 第二部分为暗访评分，暗访采用神秘顾客访问或消费体验等方式， 占总分的20%;

　　c) 第三部分为加分项评分。

　　6.2.3 评分说明

　　现场核查、神秘顾客访问或消费体验评分参照以下指引进行：

　　a) 评估人员对照附录表中内容独立进行评分;

　　b) 现场核查时 ， 附录 A 表 A.1 的基本项 目宜合议一致 ，合议不一致时可由全体评估小组成员表决 2/3 以上同意;

　　c) 当附录表 A.2、表 B.1～B.20、表 C.1 指标项评估判断结果为“ 是否 ”“ 有无 ”等明确结论时 ，符合或满足正向要求得满分，否则为 0 分;

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　d) 当附录表 A.2 、表 B.1～B.20、表 C.1 指标项评估判断结果为程度类或成熟度类结论时，对其指标正向要求满足程度采用“ 非常同意 、 同意 、一般 、不同意 、非常不同意 ”五档评判 ， 分别按其满分值的 100%、75%、50%、25%、0%的比例给予相应分值;

　　e) 当附录表中有括号 “ () ”表示的分值时表示该项不符合其正向管理和激励要求时，其该项评分为括号内分值且该分值多为负值;

　　f) 当评估小组成员对同一商户按附录表 A.2、表 B.1～B.20、表 C.1 评分时 ，对同一指标的评分误差超过 40%时 ， 宜就差异部分进行合议并按本条款 b) 规定的方法取得一致，并详细说明评分的理由;

　　g) 对于主营业务复合型经营者 ，对其提供主营业务按业态品类进行评估 ，如同时提供住宿 、餐饮服务的酒店商户;

　　h) 现场核查经营者按附录表 A.2、表 B.1～B.20、表C.1 的最终评分按评估小组各成员评估总分的算术平均值计算;

　　i) 神秘顾客访问或消费体验的最终评分以年度内各次评分的算术平均值计算。

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　A

　　A

　　附 录 A

　　(规范性)

　　诚信店评估基础项目和通用项目指标

　　诚信店评估基础项目和通用项目指标见表A.1～A.2。

　　表 A.1 诚信店评估指标基础项目

　　表 A.2 诚信店评估指标评分项目的通用指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 A.2 诚信店评估指标评分项目的通用指标(续)

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　B

　　B

　　附 录 B

　　(规范性)

　　诚信店评估专项指标

　　诚信店评估专项指标见表B.1～B.20。

　　表 B.1 零售服务(手机零售业)专项指标

　　表 B.2 零售服务(电器零售业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.2 零售服务(电器零售业)专项指标(续)

　　表 B.3 零售服务(电脑与资讯产品零售业)专项指标

　　表 B.4 零售服务(金银珠宝零售业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.4 零售服务(金银珠宝零售业)专项指标(续)

　　表 B.5 零售服务(燕窝零售业)专项指标

　　表 B.6 零售服务(食品零售/手信业行业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.6 零售服务(食品零售/手信业行业)专项指标(续)

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.7 零售服务(摄影器材零售业)专项指标

　　表 B.8 零售服务(眼镜零售业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.8 零售服务(眼镜零售业)专项指标(续)

　　表 B.9 零售服务(家私零售业)专项指标

　　表 B.10 零售服务(钟表零售业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.10 零售服务(钟表零售业)专项指标(续)

　　表 B.11 零售服务(宠物产品零售)专项指标

　　表 B.12 零售服务(超市零售业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.12 零售服务(超市零售业)专项指标(续)

　　表 B.13 零售服务(水产零售业)专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.13 零售服务(水产零售业)专项指标(续)

　　表 B.14 餐饮服务专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.15 洗衣服务专项指标

　　表 B.16 美容服务专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.16 美容服务专项指标(续)

　　表 B.17 服饰服务专项指标

　　表 B.18 冲印服务专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.18 冲印服务专项指标(续)

　　表 B.19 旅游服务专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　表 B.19 旅游服务专项指标(续)

　　表 B.20 住宿服务专项指标

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　C

　　C

　　附 录 C

　　(规范性)

　　诚信店评估加分项目指标

　　诚信店评估加分项目指标见表C.1。

　　表 C.1 诚信店评估加分项目指标

　　ICS 03.080.30 CCS A 12

　　G r o u p

　　S t a n d a r d

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　T/GDCMA 023—2025 T/ZHCC 001—2025

　　Evaluation system for honesty store

　　诚信店评估指标体系

　　(English version)

　　Revised and Issued on: 2 February 2026 Implemented on: 3 March 2026

　　Issued by: Guangdong Credit Managers Association Zhuhai Cross-border Credit Association

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　Foreword

　　The Zhuhai Cross-border Credit Association is responsible for the English translation of this document. In case of any discrepancy between the English translation and the Chinese original, the Chinese original shall prevail.

　　This document is drafted in accordance with GB/T 1. 1-2020 Directives for standardization—Part 1:Rules for the structure and drafting of standardizing documents.

　　Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. The issuing body of this document shall not be held responsible for identifying any or all such patent rights.

　　This document is proposed by Zhuhai Development and Reform Bureau.

　　This document is administered by Guangdong Credit Managers Association and Zhuhai Cross-border Credit Association.

　　This document was first issued on 28 April 2025 and revised on 3 March 2026, replacing T/GDCMA 023-2025 T/ZHCC 001-2025.

　　Drafting organisations: Zhuhai Development and Reform Bureau; Zhuhai Administration for Market Regulation; Zhuhai Consumer Rights Protection Committee; Zhongshan Development and Reform Bureau; Jiangmen Development and Reform Bureau; Hong Kong Quality Assurance Agency (HKQAA); Zhuhai Cross-border Credit Association; Guangdong Credit Managers Association (GDCMA); Macau Credit and Collection Management Association (MOCCMA); Zhuhai Dinghe Quality Development Co., Ltd.; Zhongtianhong Credit Management (Foshan) Co., Ltd.

　　Main drafters: XIONG Ying; GUO Shengyong; LIU Xiaomeng; YU Bing; ZOU Xicheng; LI Zhi; WAN Jing; ZENG Zhiyu; ZHENG Baoying; CHEN Wanying; CHEN Xiaobing; LIAO Shiling; QIAO Baoliang; CHEN Wen; LUO Kangjie; HUANG Shijun; WANG Xuezhen; LIU Zhongxian; XIE Hui; LUO Biyi; ZHAO Erwei; HUANG Chuanqin; HUANG Yuguang; YUAN Hui.

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　Introduction

　　The establishment of the Honesty Store brand plays a crucial role in enhancing urban image and promoting economic development, serving as one of the key strategies to advance high-quality economic growth. The development of the Honesty Store brand in the Guangdong-Hong Kong-Macao Greater Bay Area aims to regulate the business conduct of operators within the Greater Bay Area and advocate integrity-based operations across various consumer sectors. This not only facilitates the alignment of credit system rules and mechanisms in the consumer sectors of Guangdong, Hong Kong, and Macao, but also represents a proactive endeavor to establish a regional credit cooperation framework. By fostering the collaborative development of Honesty Stores in Guangdong, Hong Kong and Macao, the initiative seeks to deepen the integration of consumer-sector credit systems among the three regions, thereby collectively creating a safe and trustworthy consumption environment in the Greater Bay Area.

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　Evaluation System for Honesty Store

　　1 Scope

　　This document specifies the general principles, evaluation indicators, and evaluation methods for the Evaluation System for Honesty Store.

　　This document applies to the evaluation of Honesty Stores operated by brick-and-mortar business entities that are currently in operation and directly provide products or services to consumers in the circulation sector within the Guangdong-Hong Kong-Macao Greater Bay Area.

　　2 Normative References

　　The following documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.

　　GB/T 19000 Quality management systems—Fundamentals and vocabulary GB/T 22117-2018 Credit—General vocabulary

　　3 Terms and Definitions

　　The terms and definitions specified in GB/T 19000 and GB/T 22117-2018, as well as the following, apply to this document.

　　3.1 Honesty Store

　　A business entity that conducts its integrity-related operating practices in compliance with the laws and regulations of Guangdong, Hong Kong and Macao, is trusted by consumers, and is evaluated and granted the corresponding title by relevant authorities upon assessment.

　　3.2 Certificate of Honesty Store

　　An honorary emblem or certificate granted after the Honesty Store title is awarded.

　　4 General Principles

　　4.1 Principle of Scientific Validity

　　Evaluation shall be based on actual business practices and factual evidence, using standardized records, measurable criteria, and verifiable information to accurately reflect an operator’s integrity performance, so as to avoid subjective speculation, information bias or logical inconsistency, and to ensure the accuracy and traceability of evaluation results.

　　4.2 Principle of Fairness

　　All operators participating in the evaluation shall be treated equally, with transparency and openness. Regardless of the operator ’ s scale, popularity, or relationship with evaluators, the evaluation shall be conducted using uniform standards and methods.

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　4.3 Principle of Comprehensiveness

　　The integrity of operators shall be comprehensively assessed from multiple dimensions, including but not limited to product or service quality, price integrity, after-sales service, advertising and promotion, contract performance and business reputation.

　　4.4 Principle of Incentive Orientation

　　Operators demonstrating integrity-based business practices shall be recognized and rewarded (e.g. honorary titles, priority recommendations), thereby encouraging continuous improvement and fostering a sound competitive business environment.

　　5 Evaluation Indicators

　　5.1 Indicator Categories

　　5.1.1 Basic Indicators

　　The basic indicators of Honesty Store evaluation consist of four primary (business qualification, legal compliance, consumer rights protection, and evaluation management) and eleven secondary indicators.

　　5.1.2 Scoring Indicators

　　a) General indicators: consisting of six primary indicators (business premises, personnel, price and transaction, consumer rights protection, complaint and dispute handling, and integrity commitment and public credit) and thirty-five secondary indicators.

　　b) Specialized indicators: categorized by the main business type, including retail services, catering services, laundry services, beauty services, apparel services, photo printing services, travel services and accommodation services.

　　c) Bonus indicators: additional scoring items as incentives for operators.

　　5.2 Indicator Content

　　The evaluation indicators for Honesty Stores are specified in Appendix A, Appendix B and Appendix C.

　　6 Evaluation Methods

　　6.1 Basic Requirements

　　6.1.1 Evaluators shall independently complete the evaluation and scoring of all indicators.

　　6.1.2 A scoring system shall be adopted to evaluate the degree of compliance for each indicator and assign corresponding scores.

　　6.1.3 Evaluation of the remaining indicators shall only proceed once all basic indicators in Table A.1 are fully satisfied.

　　6.2 Scoring

　　6.2.1 Item-by-item Evaluation

　　Evaluators shall conduct item-by-item evaluation and scoring for all indicators specified in clause 5.2.

　　T/GDCMA 023—2026 T/ZHCC 001—2026

　　6.2.2 Scoring Method

　　The final evaluation score is aggregated from the following three components:

　　a) Part 1: On-site inspection scores (80% of the total), derived from Table A.2, Tables B. 1 – B.20 and Table C.1. Among these, scores given by the Honesty Store evaluation team organized by the evaluation organizer account for 40% of the total, and those given by qualified third-party evaluation agencies commissioned from the Mainland, Hong Kong and Macao account for 40% of the total;

　　b) Part 2: Mystery shopping scores (20% of the total), based on mystery shopper visits or consumer experience assessments;

　　c) Part 3: Bonus scores.

　　6.2.3 Scoring Guidelines

　　On-site inspection and mystery shopping scoring shall adhere to the following guidelines:

　　a) Evaluators shall conduct scoring independently based on the content in the appendix tables;

　　b) During on-site inspection, the evaluation result for basic indicators in Table A.1 shall be determined by consensus; in the event of a disagreement, a decision shall be made by a two-thirds (2/3) majority vote of the entire evaluation team;

　　c) For indicators in Table A.2, Tables B. 1 – B.20, or Table C.1 where the evaluation result requires a definitive conclusion such as ‘Yes/No ’ or ‘ Present/Absent ’, full marks shall be awarded if the positive requirement is met; otherwise, zero points shall be assigned;

　　d) For indicators in Table A.2, Tables B. 1–B.20, or Table C.1 where the evaluation result is degree-based or maturity-based, the degree of compliance shall be rated on a five-point scale: ‘Strongly Agree’, ‘Agree’, ‘Neutral’, ‘Disagree’, and ‘Strongly Disagree’, corresponding to 100%, 75%, 50%, 25% and 0% of the full score respectively;

　　e) Scores enclosed in parentheses ‘( ) ’ in the Appendices represent penalty points for non-compliance with positive management and incentive requirements. In such cases, the score for the relevant indicator shall be the value specified in the parentheses, which is typically a negative value;

　　f) If the scoring variance for a single indicator exceeds 40% among evaluation team members, the discrepancy shall be discussed and resolved according to the method prescribed in clause 6.2.3 b) in the section, with detailed reasons documented;

　　g) For operators with composite core businesses, evaluations of their core businesses shall be conducted respectively based on the business categories (e.g. hotels providing both accommodation and catering services);

　　h) The final score for on-site inspection (refer to Table A.2, Tables B. 1–B.20 and Table C. 1) shall be the arithmetic mean of the total scores assigned by all evaluation team members;

　　i) The final score for mystery shopping or consumer experience shall be the arithmetic mean of the scores obtained from each mystery shopper visit or consumer experience evaluation conducted during the year.

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　　Appendix A (Normative)

　　Basic and General Indicators for Honesty Store Evaluation

　　The basic and general indicators for Honesty Store evaluation are specified in Tables A. 1 to A.2 .

　　Table A.1—Basic Indicators for Honesty Store Evaluation

　　Table A.2—General Indicators for Honesty Store Evaluation

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　　Table A.2—General Indicators for Honesty Store Evaluation (Continued)

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　　Table A.2—General Indicators for Honesty Store Evaluation (Continued)

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　　Appendix B (Normative)

　　Specialized Indicators for Honesty Store Evaluation

　　The specialized indicators for Honesty Store evaluation are specified in Tables B. 1 to B.20.

　　Table B.1— Specialized Indicators for Retail Services (Mobile Phone Retail)

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　　Table B.2—Specialized Indicators for Retail Services (Electrical Appliance Retail)

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　　Table B.3—Specialized Indicators for Retail Services (Computer and IT Product Retail)

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　　Table B.4—Specialized Indicators for Retail Services (Gold, Silver, and Jewellery Retail)

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　　Table B.5—Specialized Indicators for Retail Services (Bird’s Nest Retail)

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　　Table B.6—Specialized Indicators for Retail Services (Food/Specialty Food Retail)

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　　Table B.6—Specialized Indicators for Retail Services (Food/Specialty Food Retail)(continued)

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　　Table B.7—Specialized Indicators for Retail Services (Photographic Equipment Retail)

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　　Table B.8—Specialized Indicators for Retail Services (Optical Retail)

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　　Table B.9—Specialized Indicators for Retail Services (Furniture Retail)

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　　Table B.10—Specialized Indicators for Retail Services (Watch and Clock Retail)

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　　Table B.11—Specialized Indicators for Retail Services (Pet Product Retail)

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　　Table B.12—Specialized Indicators for Retail Services (Supermarket Retail)

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　　Table B.12—Specialized Indicators for Retail Services (Supermarket Retail) (continued)

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　　Table B.13—Specialized Indicators for Retail Services (Aquatic Products Retail)

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　　Table B.14—Specialized Indicators for Catering Services

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　　Table B.15—Specialized Indicators for Laundry Services

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　　Table B.16—Specialized Indicators for Beauty Services

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　　Table B.17—Specialized Indicators for Apparel Services

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　　Table B.18—Specialized Indicators for Photo Printing Services

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　　Table B.19—Specialized Indicators for Travel Services

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　　Table B.20—Specialized Indicators for Accommodation Services

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　　Appendix C (Normative)

　　Bonus Indicators for Honesty Store Evaluation

　　The bonus indicators for Honesty Store evaluation are specified in Table C. 1.

　　Table C.1—Bonus Indicators for Honesty Store Evaluation