Quality Service Programme  | HKRMA




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 (QSP) is covering the following three distinct tiers of service, including the existing Industry Service 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. HKRMA Service Recognition

An one-off assessment on retail outlet service, which aims to recognize retail brands with quality service performance 

with two types of recognition namely 'Quality Service Recognition' and 'Flagship Service Recognition' 

to suit retail brands with different needs

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   2. Service Benchmarking & Customized Assessment

Service Benchmarking Assessment is a seasonal service performance benchmarking assessed by  trained and experienced mystery shoppers conduct random visits and assessment with Quarterly and Annual Awards.

Annual Assessment and 1st Quarter of 2022 are opened for enrollment NOW!

Cusotmized assessment provides assessment upon client’s requests on the assessment area with solutions and different training programmes to promote quality service culture and implementing service & brand building strategies

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