Service Recognition Scheme | HKRMA




SCHEME FEATURES

“HKRMA Service Recognition Scheme” is an one-off assessment on retail outlet service, which aims to

 recognize retail brands with quality service performance. Participating brands who pass the

 assessment will be awarded for Recognition Window Sticker and Certificate for 12 months.


Check out for Recognized Brands >








TWO TYPES OF RECOGNITION

Two types of recognition namely 'Quality Service Recognition' and 'Flagship Service Recognition' are available to suit retail brands with different needs

ALL-ROUNDED ASSESSMENT ON CUSTOMER JOURNEY

Comprehensive assessment covering the framework of “3 Perspectives and 7 Key Service Touch-points” of shop front customer journey.

AN ONE-OFF ASSESSMENT

This is an one-off assessment on shop service by mystery shoppers and final audit by HKRMA.
Participating brands will receive an assessment report in 4-6 weeks.

WINDOW STICKER AND CERTIFICATE

Stores will be awarded for Recognition Window Sticker and Certificate for a 12-month period, which can be used in your shops, related advertisement and promotional materials. Scheme renewal is required before the expiry date. All expired and invalid stickers are prohibited to use in shops, related advertisement and promotional materials. The recognition is the property of Hong Kong Retail Management Association.



TYPES OF RECONGITION


Quality Service Recognition (For all outlets)


  • Right for you if your brand is having a wish to get basic quality service recognition for all outlets to enhance the brand image
  • Stores must pass 15 basic service criteria
  • Mystery shoppers will randomly visit a certain ratio of the total number of shops
  • Recognition will be granted as long as all randomly selected stores pass the assessment. Recognition stickers can be displayed at all outlets


Flagship Service Recognition (For specific outlets with outstanding service)




  • Right for you if your brand is having a wish to build up stores with outstanding service; or having 'Quality Service Recognition' and wish to achieve more 
  • Stores must pass 32 service criteria 
  • Mystery shoppers will visit specific stores nominated by the brand
  • Recognition will be granted if the specific store pass the assessment. Recognition sticker can be displayed at the recognized outlets
  • Recognized stores will have a chance to enter phase 2 assessment of 'HKRMA Service Talent Award' and compete for the 'Top 10 Outstanding Service Flagship Stores' 










ASSESSMENT CRITERIA

Assessment criteria are covering critical in-store service touch-points of key areas of customer experience.






SHOPPING ENVIRONMENT

(1) Staff Appearance
(2) Shopping Environment

SHOPPING EXPERIENCE ​

(3) Staff Assistance
(4) Product Knowledge & Selling Technique /
Merchandise and Facilities Display (Supermarket)
/ Food Quality (Fastfood & Restaurant)
(5) Staff Attitude & Proactiveness

COMPLETION OF SHOPPING

(6) Till Service and After-sales Service
(7) Customer Satisfaction
(8) Customer Experience Enhancement*
(9) Long-term Customer Relationship*
*For Flagship Service Recognition only


PARTICIPATION FEE



Quality Service Recognition

< 20 outlets
Member: $2,000; Non-member: $2,600


21 - 60 outlets
Member: $3,500; Non-member: $4,500


61 – 100 outlets
Member: $5,800; Non-member: $7,500


Over 100 outlets

Member : $7,800; Non-member : $10,000



Department Stores/ Shopping Mall/ Outlet >3,000sq.ft.
Member: $4,500; Non-member: $5,800



Special Offer

New Full Member who submit its first application can enjoy 50% OFF discount




Flagship Service Recognition


Each Outlet
Member: $2,000; Non-member: $2,600


New Full Member who submit its first application can enjoy 50% OFF discount



APPLICATION

  • Please submit Online Application Form and fill in and upload Outlet List Form.  
  • For non-member, please also submit Business Registration copies of current and previous years.
  • Cheque for fee payment should be made payable to the "Hong Kong Retail Management Association Limited" and mail to 7/F First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong.



TERMS & CONDITIONS


Agreement to Conditions

  • Participating companies/brands are required to abide by all rules and regulations of the Scheme.  HKRMA reserves the right of ownership of all data as well as the assessment methods used in the Scheme.
  • HKRMA reserves the right of final decision on all matters related to this Scheme and is not required to disclose any of the reasons relating thereto.
  • Participating companies/brands consent to the release to and/ or request for complaint records or information by HKRMA in relation to any allegation received by the Consumer Council and other related government departments or organizations against the participating companies for sale or dealing in pirated or counterfeit goods in the past twelve months.
  • HKRMA reserves the right to request supporting documents from participating companies/brands to prove the above declared information.
  • HKRMA shall not be responsible or liable in any occasional disputes / allegations between participating company/brand and individual shoppers.


Confidentiality

  • All information pertaining to the survey data and findings of individual participating brand will be handled with utmost care and strict confidentiality.
  • Participating brands' performance will not be disclosed, except for the "Category Leader"and "Industry Leader".

Category

  • The Association reserves the rights of final decision in the acceptance, assignment and change of category of participating brands.


Withdrawal/Disqualification

  • Withdrawals are not acceptable after the enrolment is received, and the participation fee will not be refunded.
  • Any false information given relating to the participating company/ brand may result in disqualification of its entry, and any participation fee paid for the period will not be refunded.
  • HKRMA reserves the right to suspend or terminate the use of the Recognition Logo if it has reason to believe the participating companies/brands have failed to comply with the rules and regulations of the Scheme, or if any action is taken against such participating companies/brands by Consumer Council, and other related government departments or organizations. The participating companies/brands are prohibited to use the logo on its shops, related advertisement and promotional materials.


Recognized Brands




All

  • All
  • Quality Service Brands
  • Flagship Service Recognition
3DG Jewellery (MK/East Point City/Yuen Long)_06.20
3DG Jewellery (MK/East Point City/Yuen Long)_06.20 /
Amway (MK/Tuen Mun)_07.2024
Amway (MK/Tuen Mun)_07.2024 /
Amway (MK/Tuen Mun)_07.2024
Amway (MK/Tuen Mun)_07.2024 Flagship Service Recognition
Apple Storage_12.2024
Apple Storage_12.2024 /
Apple Storage_12.2024
Apple Storage_12.2024 Quality Service Brands
BSH_07.2024
BSH_07.2024 /
BSH_07.2024
BSH_07.2024 Quality Service Brands
BSH_07.2024
BSH_07.2024 /
BSH_07.2024
BSH_07.2024 Quality Service Brands
Chow Tai Fook _05.2024
Chow Tai Fook _05.2024 /
Chow Tai Fook _05.2024
Chow Tai Fook _05.2024 Quality Service Brands
Club Watch_12.2024
Club Watch_12.2024 /
Club Watch_12.2024
Club Watch_12.2024 Quality Service Brands
Cos Max_12.2024
Cos Max_12.2024 /
Cos Max_12.2024
Cos Max_12.2024 Quality Service Brands
DUO by TSL (Park Lane)_07.2024
DUO by TSL (Park Lane)_07.2024 /
DUO by TSL (Park Lane)_07.2024
DUO by TSL (Park Lane)_07.2024 Flagship Service Recognition
E Lighting_07.2024
E Lighting_07.2024 /
E Lighting_07.2024
E Lighting_07.2024 Quality Service Brands
food le parc (Cheung Kong Center, Central)_07.2024
food le parc (Cheung Kong Center, Central)_07.2024 /
food le parc_08.2024
food le parc_08.2024 /
food le parc_08.2024
food le parc_08.2024 Quality Service Brands
FORTRESS (Times Square)_02.2024
FORTRESS (Times Square)_02.2024 /
FORTRESS (Times Square)_02.2024
FORTRESS (Times Square)_02.2024 Flagship Service Recognition
fusion_08.2024
fusion_08.2024 /
fusion_08.2024
fusion_08.2024 Quality Service Brands
Giormani (Megabox & Home Square)_07.2024
Giormani (Megabox & Home Square)_07.2024 /
Giormani (Megabox & Home Square)_07.2024
Giormani (Megabox & Home Square)_07.2024 Flagship Service Recognition
GIORMANI_07.2024
GIORMANI_07.2024 /
GIORMANI_07.2024
GIORMANI_07.2024 Quality Service Brands
Good Point Food Company Limited_03.2024
Good Point Food Company Limited_03.2024 /
Gourmet_08.2024
Gourmet_08.2024 /
Gourmet_08.2024
Gourmet_08.2024 Quality Service Brands
Great_08.2024
Great_08.2024 /
Great_08.2024
Great_08.2024 Quality Service Brands
International_08.2024
International_08.2024 /
International_08.2024
International_08.2024 Quality Service Brands
Kit Shing Watch_12.2024
Kit Shing Watch_12.2024 /
Kit Shing Watch_12.2024
Kit Shing Watch_12.2024 Quality Service Brands
Legacy Artisan (K11)_05.24
Legacy Artisan (K11)_05.24 /
Legacy Artisan (K11)_05.24
Legacy Artisan (K11)_05.24 Flagship Service Recognition
Legacy Artisan Limited_, K11_05.24
Legacy Artisan Limited_, K11_05.24 /
Legacy Artisan Limited_, K11_05.24
Legacy Artisan Limited_, K11_05.24 Quality Service Brands
Luk Fook Jewellwey_02.2024
Luk Fook Jewellwey_02.2024 /
Luk Fook Jewellwey_02.2024
Luk Fook Jewellwey_02.2024 Flagship Service Recognition
Luk Fook_06.2024
Luk Fook_06.2024 /
Luk Fook_06.2024
Luk Fook_06.2024 Quality Service Brands
Maraes Salon_06.2024
Maraes Salon_06.2024 /
Maraes Salon_06.2024
Maraes Salon_06.2024 Quality Service Brands
Marks & Spencer_02.2025
Marks & Spencer_02.2025 /
Marks & Spencer_02.2025
Marks & Spencer_02.2025 Quality Service Brands
Marks and Spencer (Central Tower)_08.2024
Marks and Spencer (Central Tower)_08.2024 /
Marks and Spencer (Central Tower)_08.2024
Marks and Spencer (Central Tower)_08.2024 Flagship Service Recognition
McDonald's Hong Kong_08.2024
McDonald's Hong Kong_08.2024 /
McDonald's Hong Kong_08.2024
McDonald's Hong Kong_08.2024 Quality Service Brands
MELALEUCA THE WELLNESS COMPANY_03.2025
MELALEUCA THE WELLNESS COMPANY_03.2025 /
MISCRYSTALHK_06.2024
MISCRYSTALHK_06.2024 /
MISCRYSTALHK_06.2024
MISCRYSTALHK_06.2024 Quality Service Brands
Oriental Watch _01.2025
Oriental Watch _01.2025 /
Oriental Watch _01.2025
Oriental Watch _01.2025 Quality Service Brands
Oriole Food_06.2024
Oriole Food_06.2024 /
Oriole Food_06.2024
Oriole Food_06.2024 Quality Service Brands
PARKnSHOP_08.2024
PARKnSHOP_08.2024 /
PARKnSHOP_08.2024
PARKnSHOP_08.2024 Quality Service Brands
Pricerite Home Limited_12.2024
Pricerite Home Limited_12.2024 /
Pricerite Home Limited_12.2024
Pricerite Home Limited_12.2024 Quality Service Brands
SmarTone Mobile Communications Limited_04.2024
SmarTone Mobile Communications Limited_04.2024 /
Taste (Citygate, Tung Chung)_07.2024
Taste (Citygate, Tung Chung)_07.2024 /
Taste (Citygate, Tung Chung)_07.2024
Taste (Citygate, Tung Chung)_07.2024 Flagship Service Recognition
Taste_08.2024
Taste_08.2024 /
Taste_08.2024
Taste_08.2024 Quality Service Brands
TSL Jewellery (CWB/MK/Tung Chung/Tuen Mun/Yuen Lon
TSL Jewellery (CWB/MK/Tung Chung/Tuen Mun/Yuen Lon /
VITAE_12.2024
VITAE_12.2024 /
VITAE_12.2024
VITAE_12.2024 Quality Service Brands
Watch Invest_12.2024
Watch Invest_12.2024 /
Watch Invest_12.2024
Watch Invest_12.2024 Quality Service Brands
YAOYA MALL_08.2024
YAOYA MALL_08.2024 /
YAOYA MALL_08.2024
YAOYA MALL_08.2024 Quality Service Brands