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o2o

customer

experience recognition

Recognize retail brands with excellence in delivering seamless ONLINE & OFFLINE customer experience

Enquiry:

2866-8311 / qsp@hkrma.org

SCHEME FEATURES
“O2O Customer Experience Recognition” (CXR) aims to recognize retail brands with excellence in delivering online and offline customer experience.  This recognition is an one-off assessment on the performance of both retail outlet service and e-shop.   Participating brands who pass the assessment will be awarded for the Recognition for 12 months with Window Sticker, Certificate and e-logo.
 

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.

 

REPRESENTATION

OF C.X.R.

 

Recognized retail brands are delivering SEAMLESS ONLINE & OFFLINE customer experience to CONNECT and ENGAGE their customers with excellent service.

C

CONNECT

YOUR CUSTOMERS THROUGH A SEAMLESS SHOPPING JOURNEY

X

EXCELLENT

O2O

CUSTOMER EXPERIENCE

R

REPUTABLE

AND

RELIABLE

RETAIL BRANDS

 
ASSESSMENT CRITERIA
 
Assessment criteria are covering 8 critical touch-points of online and offline customer experience.

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
ASSESSMENT REPORT
 
Participating brands will receive a detailed assessment report with over 100 assessment criteria and comments in 5 - 7 weeks.
 
For those brands who passes the assessment, they will be awarded for Recognition Window Stickers, E-logos and Certificate, which will be valid for 12 months and can be used in shops, e-shop, related advertisement and promotional materials to establish brand image and gain consumers' confidence.  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.
 
ANNUAL AWARDS
 
Don't miss the chance of being Top 10 O2O CX Retail Brand in 2020!  
 
Recognized retail brands, who submit application before 15 October 2020, will be enter "2020 O2O Customer Experience Awards" automatically without any extra cost.  Winners are selected according to the total marks of the assessment result.   
 
The awarded brands will receive a series of media publicity (partial promotion fee will be charged for the production and newspaper supplement).
 
 
ELIGIBILITY

 

The participating brands shall:

  • Have a valid business registration and a physical business address with substantial operation in Hong Kong;

  • Be fully operative for at least a year (calculated from the first transaction date);

  • Have both physical shop(s) and e-shop with a registered domain name and online check-out operating in Hong Kong;

  • Engage in the retail sale of merchandise or the provision of retail services to individual customers in Hong Kong;

  • Have no record of trading in counterfeit goods.

 
PARTICIPATION FEE

 

< 20 outlets 
Member: $5,000; Non-member: $6,400

21 - 60 outlets

Member: $6,500; Non-member: $8,300

61 – 100 outlets

Member: $8,800; Non-member: $11,300

Over 100 outlets

Member: $10,800; Non-member: $13,800

SPECIAL OFFER

Just Add HK$2,000(up) to Get 2 Extra Recognitions for your Outlet Service and E-Shop!

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

03_Quality_Service_Recognition_Logo.png

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)

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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.