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Join the Mystery Shoppers Programme

參加「神秘顧客計劃」

A Widely Recognised Customer Service Assessment Programme in Retail Industry

廣受零售界推崇的顧客服務評估計劃

Since its launch in 1996, the Mystery Shoppers Programme of the Association has been well-received by local retailers. This renowned benchmarking tool has been widely adopted by retailers to improve their customer service. The Programme has successfully carried out more than 80,000 mystery shoppers assessment visits. The Programme caters for various retail categories, including Beauty Products / Cosmetics, Convenience Stores, Department Stores, Electronic & Elec tr ical Appl iances, Fashion & Accessor ies, Fashion & Accessories (High Fashion), Fashion & Accessories (Sports & Outdoor Products), Fastfood / Restaurants, Footwear, Furniture & Home Accessories, Personal Health Care Products, Retail (Services), Specialty Stores, Supermarkets, Telecommunications, and Watch & Jewellery.

Benefits of participation

Outstanding companies will receive acknowledgements and publicity opportunities in recognition of their quality customer service.

Participating company will get an assessment report which details its service performance and highlights areas for improvement.

The Programme complement s indi v idual companies ' in-house training programmes and serves as a practical reference for ongoing assessments.

「神秘顧客計劃」自1996年推出以來，廣受本港 眾多零售機構支持，用以評估服務質素，並獲公 認為同業間互相衡量服務水平的標準。計劃推行 至今，已進行了超過80,000次的神秘顧客評審探 訪。計劃設有不同零售組別，包括化粧品店、便 利店、百貨公司、電子及電器店、時裝飾物店、 時裝飾物店(高級時裝)、時裝飾物店(運動及戶外 用品)、快餐店/餐廳及酒樓、鞋類、傢俱及居室 用品、個人護理及健康產品、零售(服務)、專門 店、超級市場、電訊和鐘錶及珠寶店。

參賽得益

服務表現傑出的公司將獲嘉許，並可以參與有 關宣傳活動。

參與公司可獲其店舖服務水平的報告，藉此 了解公司整體服務水平，並能掌握須要改善 的地方。

計劃評審結果能輔助參與公司的內部培訓，讓 公司可以持續進行評估，並釐定培訓策略。

Awards and Recognition 獎項及嘉許

Recognition

嘉許

Assessment Period

評估時間

Assessment Criteria

評審準則

Service Industry Leader

「行業服務領袖」

A 3-month assessment period

以3個月為一期

Score the highest percentage among all participating companies in a period. 每期總體表現成績最優異的公司。

Service Category Leader

「組別服務領袖」

Score the highest percentage in its own business category in a period. 每期各組別中成績最優異的公司。

Service Retailers of the Year – Grand Award

「全年最佳服務零售商大獎」

Three consecutive assessment periods in a year 全年連續三期

Score the highest percentage for the 3 assessment periods held during the Year. 全年總體成績最優異的公司。

Service Retailers of the Year – Category Award

「全年最佳服務零售商 – 組別獎」

Score the highest percentage in its own business category for the 3 assessment periods held

during the Year. 全年各組別中成績最優異的公司。

Great Progress Award – Gold, Silver & Bronze

飛躍進步獎 – 金、銀、銅獎

Current year versus the previous year 全年成績與去年比較

The top 3 companies with the highest percentage

of score increase versus the

previous year

參與公司全年的得分與去年比較， 增長率最高的3間公司

Join us to strengthen your customer service!

請踴躍參加，提升公司的顧客服務水平！

Enquiry 查詢： 2866 8311 Website 網址： www.hkrma.org