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With the increasing popularity of online shopping, it has become an integral part of the retail business, especially when consumers are looking for variety and convenience. A pleasurable online shopping experience can pose material impacts not only in the promotion of a brand, but also in business expansion. What actions can you take to evaluate whether your e-commerce business is delivered to your consumers as expected when everything can be completed online with ease?

SGS now launches mystery shopper audit services for online stores so you can evaluate the logistics of online shopping in real life. You can reassure that the entire online shopping journey fulfils the expectations of consumers by identifying the strengths and weaknesses of the entire online shopping platform from different perspectives.

The Mystery Shopper Audit Services for Online Stores cover the following assessment points:


  • User Experience (web navigation, layout and design)
  • Shopping logistic
  • Pre-sales service
  • Delivery arrangement
  • After-sales service
  • Packing


  • Online chat, query and email
  • Order confirmation and receipt
  • Delivery


  • Clarity
  • Accuracy
  • Compliance


  • Security of payment
  • Personal data collection


  • Web and Application
  • E-commerce
  • Multichannel marketing campaign


  • Standard service assessment

Why SGS?

SGS has many years of experience in the Mystery Shopper Audit (MSA) in providing worldwide professional services. Our strong and excellent team of mystery shoppers were strictly trained and examined to ensure the consistency of audit indicators. Professional mystery shopping reports help you to obtain accurate information to formulate relevant strategies or improvement solutions in time to stand out in the market.

Distance Business Programme

Remote working or service has become a new trend. The Innovation and Technology Commission (ITC) has launched the Distance Business (D-Biz) Programme to support enterprises to adopt IT solutions for developing distance business. For each IT solution and the relevant training expenses for the employees, the funding ceiling is HK$100,000. Each enterprise may receive total funding of up to HK$300,000 to undertake a project to be completed within six months.

SGS has been a service provider under the Distance Business Programme (Reference number: SP-558-17) to provide the following categories of IT solutions:

  • Online customer services and engagement
  • Digital customer experience enhancement

The enhanced online services and customer experience through the Mystery Shopper Audit Services for Online Stores may be eligible for this funding.