Assessment Process
Good service is more than just being prompt to serve. To achieve a holistic measurement of good service, merchants are evaluated on 6 key components of customer experience:
- Customer Reception
- Customer On-Board
- Customer Management
- Customer Service Attitude
- Customer Experience
- Customer Departure
Mystery shopping will be the main assessment tool for the scheme. STB has commissioned a professional team to conduct mystery shopping and site visits. For the Jewellery sector, a qualified gemologist will conduct annual audits at the shop's premises to ensure adherence to the Trade Requirements.
The number of mystery shopping assessments made are dependent on the number of outlets each merchant owns, as demonstrated in the table below.
For All Industries
| Number of Outlets per Brand | Number of Mystery Shopping for Qualification |
Number of Mystery Shopping during Membership Year | Number of Mystery Shopping in Subsequent Membership Year |
| 1 to 3 outlets | 2 | 2 | 4 |
| 4 to 6 outlets | 3 | 3 | 6 |
| 7 to 9 outlets | 4 | 4 | 8 |
| 10 outlets or more | 5 | 5 | 10 |