Study On Satisfaction Evaluation Of Retail Customer For Chenzhou Tobacco Company

In recent years, as the way of organizing goods by orders deepens in the tobaccoindustry, the improvement of the retailers’ satisfaction becomes a very important taskto the tobacco enterprises. Jiang Cheng kang, the chief officer of the state tobaccomonopoly bureau, has made it clear that "who wins the retailers, who win the market".The state tobacco monopoly bureau has put it clear that customer satisfaction indexshould be regarded as an important management measure for provincial companies’evaluating on the local tobacco companies. Then, the mechanism of the annualcustomer satisfaction index evaluation should be established at once, and furtherinvestigation in customer satisfaction should be put into action. Therefore, how to testand promote retailers’ satisfaction is an important issue that all levels of tobaccocompanies are facing.Based on all the customer satisfaction evaluation methods and models at homeand abroad, and combined with the latest achievements in tobacco field, this paperoffered the CSI evaluation model for Chenzhou company. And according to the CSIevaluation model, it also offered the framework and assessment index system ofretailers’ satisfaction assessment in Chenzhou tobacco company. In this way, itconfirmed the evaluation index weight, which could quantize the retailers’ attitude.This paper analyzed the present situation of retailers in Chenzhou tobacco companyand designed its retailers’ satisfaction evaluation scheme, then we put it into practiceand evaluated the result. Finally, according to the evaluation results, this paperproposed the improvement strategy and its implementation path for retailers’satisfaction.At last, the effect was evaluated.According to the research and evaluation on retailers’ satisfaction in Chenzhou,this paper analyzed the existed problems in the service to the retailers in Chenzhoutobacco industry, and then put forward the corresponding countermeasures. In thisway, it’s expected to enhance customers’ satisfaction in chenzhou tobacco company,and provide theoretical guidance at all kinds of work.