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 ratioof 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.
(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
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.
