Page 30 - Retailers2013Winter_SP_low

Retail Industry Service Monitor Index

零售行業服務指數

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. In 2013, the Index covered service performance of 18 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 86.64% in 2013. The Watch & Jewellery category showed the highest level of ••

service performance among all categories in 2013. Comparing to 2012, a total of 13 categories recorded increase in ••

service performance in 2013. Among them, Telecommunications category recorded the highest increase of 4% and followed by the Electronic & Electrical Appliances (3.4%), Supermarkets / Self-serviced Mega Stores (2.4%) and Specialty Stores (2.2%) category. Among the 9 customer service assessment criteria adopted in ••

2013 Mystery Shoppers Programme, 5 criteria including "Staff Appearance", "Shopping Site Housekeeping", "Availability of Merchandise / Services & Price Information", "After Sales Service" and "Team Spirit" 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 'Policy & Industry Watch – Service Trend'.

自1996年開始，協會根據「神秘顧客計劃」所獲得的資 料數據，制定「零售行業服務指數」。這項指數以1至 100%作出評分，展示零售業每年的服務表現。在2013 年，指數涵蓋18個零售組別的服務水平。

最新零售行業服務概況：

零售行業的整體服務表現由1996年零售行業服務 •

指數推出第一期的75%躍升至2013年的86.64%。

綜觀所有零售組別，鐘錶及珠寶店於2013年的服 •

務表現最佳。

與2012年比較，2013年有13個組別的服務表現均錄 •

得增長，其中最高升幅的是電訊組別，有4%上升， 其次是電子及電器店組別 (3.4%)、超級市場/大型自 助購物商店組別 (2.4%)，以及專門店組別 (2.2%)。

於2013年「神秘顧客計劃」九項顧客服務評審準 •

則中，「服務員儀表」、「店舖管理」、「商品存 貨／服務及價目資料」、「售後服務」及「團隊精 神」五項所錄得的分數最高，每項平均服務表現均 達到90%以上。

有關服務趨勢之重點可參閱協會網址www.hkrma.org 「法例及零售資訊 – 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

ĶıĦ

ķıĦ

ĸıĦ

ĹıĦ

ĺıĦ

IJııĦ

ŚŦŢųġ濜ấ

Ĩĺķ Ĩĺĸ ĨĺĹ Ĩĺĺ Ĩıı ĨıIJ Ĩıij ĨıĴ Ĩıĵ ĨıĶ Ĩıķ Ĩıĸ ĨıĹ Ĩıĺ ĨIJı ĨIJIJ ĨIJij ĨIJĴ

ĸĶįııĦ

ĸĸįĵIJĦ

ĹĵįĵĸĦ

ĸĹįķĵĦ

ĹĴįĺijĦ

ĹĸįIJijĦ ĹĹįıijĦ ĹĺįıķĦ

ĹĸįĴĸĦ ĹķįĵĴĦ ĹĸįķijĦ ĹĹįĵĵĦ ĹĹįĺĹĦ ĹĺįĶĴĦ

ĹĹįıĺĦ

ĹĶįIJĸĦ ĹĶįijĵĦ

ĹķįķĵĦ

Average Service Performance by Retail Category 各零售組別的平均服務表現

Beauty Products / Cosme�cs Category

⊾䱏⑩⸿䳬⇍

Year ⸜ấ

[----------------------------------------------------------------------------------------> - 2.80%] Down ჈ಯ (2003 - 2013)

ĶıĦ

ķıĦ

ĸıĦ

ĹıĦ

ĺıĦ

IJııĦ

Year ⸜ấ

Footwear Category 1

朳栆䳬⇍ IJ

Down ჈ಯ (2006 - 2013)

ĶıĦ

ķıĦ

ĸıĦ

ĹıĦ

ĺıĦ

IJııĦ

[------------------------------------------------------------> - 0.09%]

Year ⸜ấ

Convenience Stores Category

ὧ⇑⸿䳬⇍

[------------------------------------------------------------------------------------------> - 5.62%] ŅŰŸůġ怆㷃ġĩijııĴġĮġijıIJĴĪ

ĶıĦ

ķıĦ

ĸıĦ

ĹıĦ

ĺıĦ

IJııĦ

Year ⸜ấ

Furniture & Home Accessories Category 2

⁊ᾙ⍲⯭⭌䓐⑩䳬⇍ ij

[--------------------> - 2.49%] Down ჈ಯ (2010 - 2013)

ĶıĦ

ķıĦ

ĸıĦ

ĹıĦ

ĺıĦ

IJııĦ

ĺijįķĵĦ ĹĹįĺĸĦ ĺıįĴĺĦ ĺıįIJijĦ ĹĺįĵĺĦ ĹĺįĹıĦ ĺĴįIJijĦ ĺIJįıĹĦ ĺıįĵĴĦ ĺıįĵĹĦ ĹĺįĹĵĦ

ıĴ ıĵ ıĶ ıķ ıĸ ıĹ ıĺ IJı IJIJ IJij IJĴ ıĴ ıĵ ıĶ ıķ ıĸ ıĹ ıĺ IJı IJIJ IJij IJĴ

ĹĺįıijĦ ĹĺįĵĶĦ ĺıįĸĺĦ ĺijįijıĦ ĺIJįĺijĦ ĹĹįĸĸĦ ĹĸįķĹĦ ĹĹįĺĴĦ

ĹĴįĺĶĦ ĹIJįķķĦ ĹĴįIJĹĦ ĹĵįIJķĦ ĹķįIJĺĦ ĹĶįĶĹĦ ĹĶįijĺĦ ĹĴįĶĸĦ

ĸĺįĶĴĦ ĸĸįķĹĦ ĸĹįĴĴ

ıĴ ıĵ ıĶ ıķ ıĸ ıĹ ıĺ IJı IJIJ IJij IJĴ

ĹĸįijĶĦ ĹĵįIJijĦ ĹijįĹĴĦ ĹĵįĸķĦ

ıĴ ıĵ ıĶ ıķ ıĸ ıĹ ıĺ IJı IJIJ IJij IJĴ

30