The best and the worst performing consumer commodities/service in Hong Kong last year were CDs and internet service providers, respectively, according to the findings of a group of researchers from the Department of Management Sciences. The consumer satisfaction index they have developed does more than just measure consumer satisfaction.

 

The best and the worst performing consumer commodities/service in Hong Kong last year were CDs and internet service providers, respectively, according to the findings of a group of researchers from the Department of Management Sciences. The consumer satisfaction index they have developed does more than just measure consumer satisfaction.

 

Research Project

Hong Kong Consumer Satisfaction Index (HKCSI)

 

Team Members

(Photo from left) Dr Geoffrey Tso, Dr C K Tse, Dr M L Wu, Professor Y V Hui, Professor L K Chan and Dr H P Lo.

 

About the Project

HKCSI is a newly developed performance indicator for Hong Kong businesses, from a maximum of 100 to a minimum of 0, representing consumer satisfaction with the quality of some 60 commodities and services sold in Hong Kong.

 

 

The Survey

Since 1997, in August-September every year, the team conducts a large-scale consumer survey involving more than 10,000 successful computer-assisted telephone interviews in Hong Kong to collect data needed to construct the HKCSI.

 

Quotable Quote

Dr H P Lo: "We expect that, eventually, the HKSCI can serve as a benchmark for companies and organizations to measure and improve consumer satisfaction with their products and services."

 

Next Step

Separate CSI scores will be produced for individual companies and organizations. It will therefore be possible to track the relation between CSI changes and business performance (e.g. profits and stock price).

 

 

 

Highlights for 2000 HKCSI Finding
Highest CSIs	CDs, rice, refrigerators
Lowest CSIs	Internet service, providers, rented housing, paid television
Highest sub-CSI category	Clothing and personal care
Lowest sub-CSI category	Housing and related items