Flagship Programmes
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角逐「全年最佳服務零售商」獎項
零售可算眾多行業中最早採用神秘顧客的行業。
香港零售管理協會早於
1996
年已創立「神秘顧
客計劃」，協助零售商檢視服務水平，更設有季
度領袖及年度獎項「全年最佳服務零售商」，以
表揚卓越。
與時並進配合獨特需要
今年，計劃與時並進，調整了六個專屬零售組別
的評核準則，使各零售類別能在統一的尺度下衡
量服務水平，角逐獎項的同時，亦能按各自獨特
的服務模式作評核。已作調整的專屬組別包括：
便利店
快餐店
/
餐廳及酒樓組別
-
快餐店
-
餐廳
/
酒樓
電子及電器店
個人護理
商場
超級市場
Wide range of services to satisfy various needs
多元服務
滿足不同需要
To compete for “Service Retailers of the Year” Award
Retail industry may be considered one of the pioneers that adopted mystery
shoppers. In 1996, Hong Kong Retail Management Association initiated the
"Mystery Shopper Programme" to assist retailers in reviewing their standard of
performance. It also recognizes retailers with outstanding services with its "Quarterly
Service Leaders" and "Service Retailers of the Year" awards.
To keep abreast of the times and customize service
In view of the latest development, the Programme has fine-tuned some assessment
criteria of 6 specific retail categories this year. While competing for the awards at a
standardized benchmark, specific retailers can also be assessed on the basis of their
unique service models. These specific categories include:
Convenience Stores
Fast Food / Restaurants
- Fast Food
- Restaurants
Electronic & Electrical Appliances
Personal Care Products
Shopping Malls
Supermarkets
香港電燈有限公司
The Hongkong Electric Co., Ltd.
The assessment criteria of the HKRMA "Mystery
Shopper Programme" cover all service procedures
and details. It is therefore an all-rounded and
objective tool for gauging services rendered by the
industry. The participating companies can review
their respective service standards through the
relevant criteria, which in turn push forward the
industry to offer more excellent service and be well
poised for embracing changes to the market.
協會「神秘顧客計劃」的評審準則涵蓋整個服務流程
及細節，乃是全面及客觀的行業服務評核工具，故參
與企業可透過有關標準審視各自的服務水平，繼而推
動業界提供更優質的服務，迎接市場的變化。
Mannings Plus
From this Programme, industry peers can learn the
strengths among each other. It has also helped us
explore customers' needs from different perspectives
so as to fine-tune our service offering to make it
in line with our service philosophy of providing
meticulous and sincere service.
這項計劃令業界可互相學習同業的優勝之處，亦助
我們探究不同層面的顧客需要，以調整服務細節，
達致我們的服務理念
–
「細意服務，真心做好」
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