2000-2010 Service Trends

Since 1996, the Association has developed the ‘Retail Industry Service Monitor Index’ by gathering data from mystery shoppers assessments 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 16 Retail Business Categories including 15 Retail (goods) and 1 Retail (service); and
3. Average Service Performance by 9 Key Service Assessment Criteria.

16 Retail Business Categories

1. Beauty Products / Cosmetics
2. Convenience Stores
3. Department Stores
4. Electronic & Electrical Appliances
5. Fashion & Accessories
6. Fashion & Accessories - High Fashion
7. Fashion & Accessories - Sports & Outdoor Products
8. Fastfood / Restaurants
9. Footwear
10. Furniture & Home Accessories
11. Personal Health Care Product
12. Retail (Services)
13. Specialty Stores
14. Supermarkets
15. Telecommunications
16. Watch & Jewellery

9 Key Service Assessment Criteria

Shopping Environment

1. Staff Appearance
2. Shopping Site Housekeeping

Shopping Experience

3. Staff Assistance
4. Merchandise/ Service Knowledge
5. Staff Attitude & Proactiveness
6. Availability of Merchandise/ Services & Price Information

Completion of Transaction

7. Till Service / Customer’s 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