YC/T 620-2024 in English
VALIDTobacco Retail Customer Satisfaction Survey Standard
- Issued on:2024-09-03
- Implemented on:2024-12-01
- File Format:PDF
- Delivery:Via email within 2~4 business days
$349.00
| Standard No: | YC/T 620-2024 |
| Document status: | VALID |
| Title in English: | Tobacco Retail Customer Satisfaction Survey Standard |
| Title in Chinese: | 烟草零售客户满意度调查规范 |
| Language: | English |
| File Format: | Electronic (PDF) |
| Delivery: | Via email within 2~4 business days |
| Issued on: | 2024-09-03 |
| Implemented on: | 2024-12-01 |
| ICS Classification: | 65.160-Tobacco, tobacco products and related equipment |
| Chinese Classification: | X85-Tobacco curing in general |
| Professional Classification: | YC-Tobacco |
| Related Keywords: | tobacco retail customer satisfaction survey standard introduction background
standard formulation national standard frameworks satisfaction dashboard profit satisfaction |
Introduction
Background of Standard Formulation and Technological Evolution
This standard is based on the national standard frameworks such as GB/T 19038 and GB/T 26316, and combined with the characteristics of the tobacco industry's monopoly system, it is the first time to establish a standardized evaluation system covering 12 third-level indicators such as ordering service and supply allocation. Compared with the early regional survey scheme, the main technical breakthroughs are reflected in:
| Comparison dimension | Old survey scheme | YC/T 620-2024 |
|---|---|---|
| Indicator system | Secondary indicators are the main | Third-level indicator system (weights accurate to 0.035) |
| Sampling method | Simple random sampling | Stratified multi-stage sampling (urban and rural/scale/format) |
| Quality control | Manual review | Reliability test (α≥0.7)+ 20% review rate |
Analysis of the core indicator system
The satisfaction calculation adopts a three-level weighted model: Y=∑αiXi=∑βjZj, among which:
- Customer service (weight 0.35): includes four dimensions: ordering, delivery, visit, and settlement. Among them, delivery service accounts for the highest proportion (0.105)
- Cigarette supply (weight 0.45): focuses on fairness of supply distribution (Q10 question) and profitability (Q12 question)
- class=instrument>Market management (weight 0.2): The indicator of cracking down on fake and smuggled cigarettes (question Q16) is directly linked to monopoly law enforcement
Key points for implementation
1. Sampling design
The samples will be stratified according to business scale (20%/60%/20% for large/medium/small), urban and rural attributes, and business formats (6 categories). The national sample size shall not be less than 2% of the total, and the tracking samples shall retain more than 30% of the historical samples.
2. Questionnaire optimization
Needs to be verified through a trial survey:
- Logical verification: Such as the jump logic between Q10.2 and Q10.1
- Sensitivity processing: Q15.1 (asking for benefits) adopts a hidden option design
3. Data analysis
Five-level conversion rules:
Very satisfied = 100 points | Quite satisfied = 80 points | Average = 60 points | Not very satisfied = 40 points | Very dissatisfied = 0 points
Pay special attention to the processing of extreme values: Indicators with scores less than 40 points for three consecutive quarters should initiate special rectification.
Typical application scenarios
Case: A provincial company found through analysis that the satisfaction of small-scale rural customers was 15 points lower than the average. It located that the problem of delivery not at the door (Q3.1) accounted for 42%, so it adjusted the delivery route and added village-level collection points. Six months later, the satisfaction of this group increased by 22 points.
Suggestions for continuous improvement
- Establish a satisfaction dashboard: track the trends of each secondary indicator on a quarterly basis
- Set improvement threshold: trigger an early warning when the third-level indicator decreases by ≥5 points year-on-year
- Strengthen result application: include Q12 (profit satisfaction) in the customer manager KPI assessment
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