The study of developing mystery shopper questionnaire for Hong Kong fashion retailers

Abstract

Mystery shoppers program has been used in many industries as a kind of measurement technique for assessing the performance of the store and front-line operations. It is also recognized as one of the significant tools for improving service quality. However, most studies do not provide clear guidelines for constructing a mystery shopper questionnaire in an objective way. In this paper, the important guidelines on the development of the questionnaire in the mystery shopper program are described and a conceptual framework for developing the questionnaire is also discussed.