1999-2009  Service Trends

Since 1996, the Association has developed the ‘Retail Industry Service Monitor Index’ by gathering data from mystery shoppers assessment s over the years . The Index shows the service performance of the industry on a scale of 1-100% on a yearly basis.

The analysis include:
1.  Retail Industry’s Average Service Performance;
2. Average Service Performance Percentage by 13 Retail Business Categories   including 12 Retail (goods) and 1 Retail (service); and
3.  Average Service Performance by 9 Key Service Assessment Criteria.

13 Retail Business Categories

1. Beauty Products/Cosmetics
2. Department Stores
3. Electronic & Electrical Appliances/ Telecommunications
4. Fashion & Accessories
5. Fashion & Accessories -“High Fashion
6. Fashion & Accessories -“Sports & Outdoor Products
7. Fastfood/Restaurants
8. Footwear

9. Health Care Produts

10. Specialty Stores
11. Supermarkets/Convenience Stores
12. Watch & Jewellery

13. Retail (service)

9 Key Service Assessment Criteria

Shopping Environment
1. Staff Appearance
2. Shopping Site Housekeeping

Shopping Experience
3. Staff Assistance
4. Merchandise/ Service Knowldege
5. Staff Attitude & Proactiveness
6. Availability of Merchandise/ Service & Price

Completion of Transaction
7. Till Service / Customers Leaving
8. After Sales Service
9. Team Spirit

Latest Trends of Retail Service

The Association has consolidated valuable data obtained from the programme and provided an analysis of the retail service performance trends over the past decade.

Download Charts for the Trend

For more information of the Mystery Shoppers Programme, please visit http://www.hkrma.org/en/program/index.html