This paper briefly illustrates the problems faced by the tobacco industry in China at present, analyzes the meaning and purpose of retail customer satisfaction evaluation, puts forward the construction principles of retail customer satisfaction evaluation index system, and finally constructs municipal tobacco commercial enterprise retail customer satisfaction evaluation index system from the cigarette supply services, cigarette marketing services, market management and retail customer rights and interests safeguard.%本文简要说明了现阶段我国烟草行业面临的一些问题，分析了零售客户满意度测评的意义和目的，提出了零售客户满意度测评指标体系的构建原则，最后从卷烟供应服务、卷烟营销服务、市场管理和零售客户权益保障等4个维度构建了市级烟草商业企业零售客户满意度测评指标体系。
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