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« Previous Page Table of Contents Next Page »Retail Industry Service Monitor Index
零售行業服務指數
Data in "Retail Industry Service Monitor Index" was gathered from the assessment of the Association's Mystery Shoppers Programme since 1996. It shows the service performance of the industry on a scale of 1-100% on a yearly basis. In 2012, the Index covered service performance of 17 retail business categories.
Latest Retail Service Trends:
The overall service performance of the retail industry has improved ••
from 75% in the inaugural period in 1996 to 85.24% in 2012. The Watch & Jewellery Category showed the highest level of ••
service performance among all categories in 2012. Among the categories, Department Stores, Fashion & Accessories, ••
Fashion & Accessories – High Fashion, Fastfood/Restaurant, Personal Health Care Products, and Retail (Services) category recorded at least 1% increase in service performance in 2012 as compared 2011. Among the 9 customer service assessment criteria adopted in ••
2012 Mystery Shoppers Programme, 4 criteria including "Staff Appearance", "Shopping Site Housekeeping", "Availability of Merchandise / Services & Price Information" and "After Sales Service" recorded the highest scores of over 90% in average in service performance.
Highlights on service trends are available on HKRMA's website at www.hkrma.org under "Library/Research – Service Trends".
「零售行業服務指數」是根據協會「神秘顧客計劃」 由1996年開始所獲得的資料數據，以1至100%作出評 分的一項指標，用以展示零售業每年的服務表現。在 2012年，指數反映了17個零售組別的服務水平。
最新零售行業服務概況：
整體零售行業的服務表現由1996年零售行業服務 •
指數推出第一期的75%躍升至2012年的85.24%。
綜觀所有零售組別，鐘錶及珠寶店於2012年的服 •
務表現最佳。
與2011年比較，百貨公司、時裝飾物店、時裝飾 •
物店 – 高級時裝、快餐店/餐廳、個人護理及健康 產品，以及零售(服務)的服務表現在2012年均錄得 不少於1%的增幅。
在九項2012年「神秘顧客計劃」服務評審準則中， •
「服務員儀表」、「店舖管理」、「商品/服務存貨 及價目資料」和「售後服務」四項所錄得的分數最 高，每項的整體服務表現均達到90%以上。
有關服務趨勢之重點可參閱協會網址www.hkrma.org 「圖書館/研究 – 服務趨勢」一欄。
Retail Industry's Average Service Performance 整體零售行業的平均服務表現
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Average Service Performance by Retail Category 各零售組別的平均服務表現
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