quality
Service
recognition
Recognize retail brands with quality service performance
Enquiry:
2866-8311 /
AN
ONE-OFF ASSESSMENT
It is an one-off assessment on shop service, which the recognition is valid for 12 months.
window sticker and certificate
Participating brands who pass the assessment will be awarded for Recognition Window Sticker and Certificate, which can be used in your shops, related advertisement and promotional materials.
objective Mystery shopper assessment
The assessment will be conducted by through random mystery shopper visits in shop front and final audit by HKRMA in 4 to 6 weeks.
all-rounded assessment on customer journey
Assessment covers 15 service prerequisites based on the following framework of “3 Perspectives and 7 Key Service Touch-points” of shop front customer journey.
01
SHOPPING
ENVIRONMENT
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Staff Appearance
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Shopping Environment
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Staff Assistance
02
SHOPPING
EXPERIENCE
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Product Knowledge & Selling Technique /
Merchandise and Facilities Display (Supermarket) /
Food Quality (Fastfood & Restaurant)
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Staff Attitude & Proactiveness
03
COMPLETION OF SHOPPING
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Till Service and After-sales Service
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Customer Satisfaction
ASSESSMENT REPORT
Participating brands will receive an assessment report in 4-6 weeks. For those brands who passes the assessment, they will be awarded for Recognition Window Sticker and Certificate which are valid for 12 months.
The recognition will be granted for 12 months starting from the recognition date. 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.
12-MONTH RECOGNITION
50% LIMITED OFFER TO
NEW MEMBER
Only applicable to new members who submit application before 31 August, 2020
< 20 outlets: $1,000
21 - 60 outlets: $1,750
61 – 100 outlets: $2,900
Over 100 outlets: $3,900
SPECIAL OFFER 1
Only Applicable to Participating Brands of "Quality Service Programme" in 2020
< 60 outlets
Member: $1,000; Non-member: $2,000
> 61 outlets
Member: $2,000; Non-member: $4,000
SPECIAL OFFER 2
Only Applicable to Recognized Quality E-shop with retail outlets in 2020
< 20 outlets
Member: $1,000; Non-member: $1,300
21 - 60 outlets
Member: $2,300; Non-member: $3,500
61 – 100 outlets
Member: $4,000; Non-member: $6,500
Over 100 outlets
Member: $6,500; Non-member: $8,500
TERMS & CONDITIONS
Agreement to Conditions
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Participating companies/brands are required to abide by all rules and regulations of the Scheme.
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HKRMA reserves the right of ownership of all data as well as the assessment methods used in the Scheme.
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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.
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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.
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HKRMA reserves the right to request supporting documents from participating companies/brands to prove the above declared information.
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HKRMA shall not be responsible or liable in any occasional disputes / allegations between participating company/brand and individual shoppers.
Confidentiality
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All information pertaining to the survey data and findings of individual participating brand will be handled with utmost care and strict confidentiality.
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Participating brands' performance will not be disclosed, except for the "Category Leader" and "Industry Leader".
Category
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The Association reserves the rights of final decision in the acceptance, assignment and change of category of participating brands.
Withdrawal/Disqualification
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Withdrawals are not acceptable after the enrolment is received, and the participation fee will not be refunded.
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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.
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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.