Introduced in 1996 by Hong Kong Retail Management Association (HKRMA) as a service performance benchmarking tool for retailers, the Mystery Shopper Programme (MSP) has helped a wide array of retail brands to enhance their service performance by collecting, analyzing, and gauging a comprehensive coverage of service data and information through mystery assessment visits.
The Programme aims to acknowledge retail brands showing outstanding service performance by complementary seasonal and annual award schemes, and to uplift Hong Kong’s retail service standard as a whole.
- To review and enhance service performance by using objective assessment tool
- To gauge a comprehensive coverage of service data and information through the assessment report
- To identify the ranking of service performance among industry peers