Flagship Programmes
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Makes Stories and Inspects Service
It is rumored that a mystery shopper would find fault with sales personnel in order to
analyze whether the service offered is up to standard. Kitty stressed that it was not the
case. In fact, a mystery shopper must make assessment according to the criteria from
the viewpoint of a genuine customer. A mystery shopper never pretends to be picky
or impolite, and should instead make sure that the same standard is applied to each
and every case of assessment. Kitty said quality service is a competitive edge of Hong
Kong retail industry, and she aspired to boost its competitiveness by being a mystery
shopper.
On-site Inspection and Overall Assessment
Being a male mystery shopper, Daniel said he enjoys chatting to others though he may
not be fond of shopping as a lady does. He also keeps a close eye on fashion trends,
and this has greatly helped his work as being a mystery shopper.
Before his mysterious visit, Daniel would inspect the site and understand the customer
flow of the outlet at different operating hours in order to pick an appropriate time for
the visit. This would avoid being the only customer at the outlet. Otherwise he would
have attracted undue attention, and would be unable to observe the service offered by
sales personnel to other customers. Daniel added that he is delighted to see that retail
industry's overall service performance has been improving. This has proved that the
MSP has been effective in enhancing service standard.
構思故事審視服務
有傳聞指神秘顧客會故意挑剔店員，以此分
析其服務是否到位，
Kitty
強調，這說法並不正
確。事實上，神秘顧客必須因應評審準則進行
評分，更要從真實顧客的角度出發，絕不會對
店員刻意刁難或流露不禮貌的態度，確保每次
評分皆是一視同仁。
Kitty
表示，優質服務是本
港零售業的優勢，期望透過神秘顧客的工作，
為提升本港零售業的競爭力有所貢獻。
實地視察全面評估
身為男性的神秘顧客，
Daniel
笑指自己或不如
女將般愛好購物，但因喜歡與人攀談，日常
對潮流趨勢亦甚為留意，故對做好神秘顧客
的工作大有幫助。在探訪前，
Dan i e l
會實地
視察一番，先了解店舖於不同營業時段的顧
客流量，再選擇合適的時間前往探訪，避免
店內獨他一人光顧，一來感覺較突兀，二來
無法觀察店員服務其他顧客的情況。
Daniel
補
充，很高興看到整體零售店舖的服務表現不
斷進步，足證神秘顧客計劃行之有效。
2017 Mystery Shopper Programme
「神秘顧客計劃」
2017
年度評審
Assessment Period
評審時段
October 2016 to September 2017
2016
年
10
月至
2017
年
9
月
Deadline
截止報名
2016
年
9
月
5
日
5 September 2016
Open for
Participation
現接受報名
Benefits of Participation
參加得益
• Well-established programme gaining wide support
from retail brands
歷史悠久，深獲零售商的支持
• An extensive coverage of retail businesses and product
categories
覆蓋廣泛，涵蓋不同零售業務及產品類別
• Gauge service standard against industry peers
同行同組比較，反映公司在業界的水平
• Apply standardized benchmarking criteria to assess
customer service flows
客觀劃一標準，全面評審顧客服務流程
• Recognize outstanding performance with seasonal and
annual awards
獲季度及年度獎項，嘉許卓越表現
• Enjoy extensive publicity and brand exposure
獲宣傳推廣機會，有助提升品牌形象
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