experience recognition

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


2866-8311 / qsp@hkrma.org

“O2O Customer Experience Recognition” (CXR) aims to recognize retail brands with excellence in delivering online and offline customer experience.  It is an one-off assessment on the performance of the online and offline customer experience including retail outlet service and e-shop.   
Participating brands who pass the assessment will be awarded for a Recognition for 12 months with Window Sticker, Certificate and e-logo and  enter “2021 Top 10 O2O Customer Experience Award” automatically without any extra cost.  
First-ever Recognition in Hong Kong
First-ever Recognition in Hong Kong

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

All-rounded Assessment on O2O CX
All-rounded Assessment on O2O CX

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
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.

Top 10 O2O Customer Experience Award
Top 10 O2O Customer Experience Award

Participating brands will enter “Top 10 O2O Customer Experience Award” automatically without any extra cost.



O2O is a necessary ingredient of omni-channel retail in order to bring a consistent experience for your customers in physical stores and online channels.   A successful O2O strategy should combine both offline and online channels into one seamless customer journey.


Recognized retail brands represent that they deliver a SEAMLESS ONLINE & OFFLINE customer experience to CONNECT and ENGAGE their customers with excellent service.

Assessment criteria are covering 4 critical touch-points of O2O customer experience.
CXR logo.png
Participating brands will receive a detailed assessment report with over 100 assessment criteria and comments in 5 - 7 weeks.
For those brands who pass 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.
Don't miss the chance of being Top 10 O2O Retail Brand in 2021!  
Recognized retail brands, who submit application before 15 October, will enter "O2O Customer Experience Award" of that calendar year 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).


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.



Member: $5,000

Non-member: $6,400


Free to get 2 extra  Recognitions!

"Quality E-Shop Recognition - All-rounded Assessment"

and "TRUST E-Shop Recognition"


TRUST E-Shop Recognition



  • 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.

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.



  • 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".


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


  • 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.