Flagship Programmes
|
Mystery Shopper Programme -
2016 Service Trends for Retail Industry
神秘顧客計劃 - 2016 零售行業服務趨勢
The "Service Monitor Index for Retail Industry" was launched by the
Association in 1996. By analysing data from the Mystery Shopper Programme
(MSP) collected over the years, the Index shows the service performance
of the industry on a scale of 1-100% on a yearly basis. In 2016, the Index
covered service performance of 18 retail business categories.
Latest Retail Service Trends
Over the past 20 years, the average service performance of the retail
industry has increased about 14% from an index at 75% in 1996 to
88.72% in 2016.
The average service performance of the industry in 2016 has increased
0.9% over 2015.
Among the 18 categories in 2016, a total of 10 categories performed
better than the industry’s average of 88.72%. The Watch & Jewellery
category showed the highest level of service performance with an index
at 96.4%.
In 2016, 10 out of 18 categories recorded an increase in their service
performance. Among them, the category on Supermarket/ Self-serviced
Mega Stores/ Convenience Stores recorded the highest increase of 2.4%,
and followed by Furniture & Home Accessories at 1.8% increase.
Average service performance of individual retail category can be found on the
Association's website:
協會自
1996
年開始根據「神秘顧客計劃」所獲得的資
料數據，制定「零售行業服務指數」（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。
2016
年的指數涵蓋了
18
個零售組別的服務水平。
零售行業服務趨勢
零售行業的整體服務表現由
1996
年指數推出第一期
75%
躍升至
2016
年的
88.72%
。過去
20
年來，零售行
業整體服務指數增加了約
14%
。
與
2015
年相比，
2016
年的整體行業服務指數輕微提
升了
0.9%
。
在
2016
年，共有
10
個組別的服務指數都高過整體行
業服務指數的
88.72%
。其中鐘錶及珠寶店的服務表
現最佳，服務指數達
96.4%
。
在
18
個組別中，
2016
年有
10
個組別的服務表現均錄
得增長，其中最高升幅的是超級市場
/
大型自助購物
商店
/
便利店組別，有
2.4%
上升，其次是傢俱及居室
用品組別，增加
1.8%
。
有關各零售組別的平均服務表現，請參閱協會網站：
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------->
(1996-2016): +14%
2016 over 2015: +0.9%
75.00%
77.41%
84.47%
78.64%
83.92%
87.12%
88.02%
89.06%
87.37%
86.43%
87.62%
88.44%
88.98%
89.53%
88.09%
85.17%
85.24%
86.64%
87.09%
87.94%
88.72%
95%
90%
85%
80%
75%
70%
65%
'96 '97 '98 '99 '00 '01 '02 '03 '04 '05 '06 '07 '08 '09 '10 '11 '12 '13 '14 '15 '16
Industry’s Avg. Performance
ཾҁ֯ԙᕼ
Year
ԑӋ
Average Service Performance of Retail Industry (1996 - 2016)
整體零售行業的平均服務表現 (1996 - 2016)
27
