3.png

o2o

customer

experience recognition

 

The Only

O2O Customer Experience Recognition

in Hong Kong

The HKRMA is a well-recognized organizer with objective assessment criteria to grant different first-ever recognitions and awards to the industry over the years. 

All-rounded 

assessment on

O2O customer journey

The assessment will go through 8 key touch points of online and offline customer journey by mystery shopper visits and final audit by HKRMA in 5 - 7 weeks.

One-off Assessment

for 12 months

Participating brands who pass this one-off assessment will be awarded for a 12-month recognition to recognize excellent online and offline customer experience.

 

C

CONNECT

YOUR CUSTOMERS THROUGH A SEAMLESS SHOPPING JOURNEY

X

EXCELLENT

O2O

CUSTOMER EXPERIENCE

R

REPUTABLE

AND

RELIABLE

RETAIL BRANDS

 

Trustfulness

&

Development

Online

Contract Fulfillment

Overall

Shopping Environment

Technology Adoption

Staff’s Professionalism and Service

Long-term Customer Relationship

Online and Offline Customer Experience

Overall

Customer Satisfaction

CXR logo.png
 
 
 
 

EXTRA RECOGNITION 1

Quality Service Recognition

(Valid for 12-month)

 < 60 outlets

Member: $1,000; Non-member: $2,000

> 61 outlets

Member: $2,000; Non-member: $4,000

EXTRA RECOGNITION 2

Quality E-Shop Recognition

(Valid for 12-month)

 Member: $1,000; Non-member: $2,000

(All-round Assessment –

Eligible for 2020 Top 10 Quality E-Shop Award)

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.

CONTACT INFO

Tel: (852) 2866 8311

Email : admin@hkrma.org

Website : www.hkrma.org

Copyright © 2020 The Hong Kong Retail Management Association. All rights reserved.