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quality

Service

programme

Serve as an effective service performance assessment tool for retailers, originally named as Mystery Shopper Programme and introduced in 1996

Enquiry:

2866-8311 / qsp@hkrma.org

AN EFFECTIVE SERVICE PERFORMANCE ASSESSMENT TOOL

 

In light of the rapidly evolving customer journey and requirements on quality service, our Mystery Shopper Programme, which was introduced in 1996, was re-branded as “Quality Service Programme” (QSP).  

 

New elements including technology adoption, innovative customer experience, and enhancing customer communication were added in the shopfront assessment, which serves as an effective service performance assessment tool for retailers.  It helps 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. 

QUALITY SERVICE PROGRAMME

 

Quality Service Programme (QSP) is covering the following three distinct tiers of service, including the existing industry benchmarking and customization assessment plans, and  newly introduced recognition schemes named "Quality Service Recognition" (QSR) and

"Flagship Service Recognition" (FSR) .

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1. Quality Service

Recognition (QSR)/ Flagship Service Recognition (FSR) NEW

A one-off assessment to recognize retail brands with quality service performance

​50% off for 2021 new members 

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2. Service Benchmarking

  

A seasonal service performance benchmarking with  Quarterly and Annual Awards

2021 Jul - Sep Quarterly Assessment is

Open For Enrollment Now!

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3. Customized Assessment

 

Tailor-made assessment upon client’s requests on the assessment area with solutions to promote quality service culture and implementing service & brand building strategies