Local%20Bakery_edited.jpg

HKRMA

Service

recognition

To recognize retail brands with quality service performance

Enquiry:

2866-8311 / qsp@hkrma.org

SCHEME FEATURES
“HKRMA Service Recognition Scheme” is an one-off assessment on retail outlet service, which aims to recognize retail brands with quality service performance. Participating brands who pass the assessment will be awarded for Recognition Window Sticker and Certificate for 12 months.
 
AN ONE-OFF ASSESSMENT
AN ONE-OFF ASSESSMENT

One-off assessment on shop service by mystery shoppers and final audit by HKRMA in 4 to 6 weeks.

ALL-ROUNDED ASSESSMENT ON CUSTOMER JOURNEY
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.

WINDOW STICKER  AND CERTIFICATE
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.

TWO TYPES OF RECOGNITION
TWO TYPES OF RECOGNITION

Two types of recognition namely 'Quality Service Recognition' and 'Flagship Service Recognition' are available to suit retail brands with different needs

TYPES OF RECOGNITION
 

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 ratio of 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 (NEW)

(For specific outlets with excellent service)

Right for you if your brand is

having a wish to build up stores with excellent 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 '2021 Service Talent Award' and compete for the 'Top 10 Outstanding Service Flagship Stores'  (details to be announced in June)

 
ASSESSMENT CRITERIA
Assessment criteria are covering 7 critical in-store service touch-points of 3 key areas of customer experience.
SHOPPING ENVIRONMENT
SHOPPING ENVIRONMENT

(1) Staff Appearance (2) Shopping Environment (3) Staff Assistance

SHOPPING EXPERIENCE ​
SHOPPING EXPERIENCE ​

(4) Product Knowledge & Selling Technique / Merchandise and Facilities Display (Supermarket) / Food Quality (Fastfood & Restaurant) (5) Staff Attitude & Proactiveness

COMPLETION OF SHOPPING
COMPLETION OF SHOPPING

(6) Till Service and After-sales Service (7) Customer Satisfaction

 

RECOGNITION

 

Brands will be awarded for Recognition Window Sticker and Certificate which can be used in shops, related advertisement and promotional materials to establish brand image and gain consumers' confidence. 

 
Quality Service Recognition
Quality Service Recognition

Recognize quality service provided by all retail stores of the brand

Flagship Service Recognition (New)
Flagship Service Recognition (New)

Recognize quality service provided by specific retail store(s) of the brand

ASSESSMENT REPORT
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.

12-MONTH RECOGNITION
12-MONTH RECOGNITION

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.

PARTICIPATION FEE

How do I get approved?


The approval process is two steps. Prospective hosts will first submit a Valid Government ID and Social Security Card, then provide Proof of Property Ownership. Once both of these steps are completed the GH team will follow up on your status.




Can I Cancel Reservations?


You are free to handle your reservations how you please. Seekers will be refunded in full if their stay is cancelled prior to checking in and you must give them a 7-day notice if you plan to cancel.




Can I pre-approve guests?


Each Seeker will submit a request to reserve your home. As the Host, you have the opportunity to pre-approve each guest by reading through their profile and reviews of previous stays.




Does GuestHouze provide coverage?


GuestHouze will provide primary liability coverage to both hosts and seekers.




Are there lease terms & conditions?


Given that GuestHouze requires our guests to stay at least 13+ nights, we have created a standard leasing form. Hosts are welcome to add their own requirements to the base lease agreement if they choose.





 
 
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.

I am interested in applying for Quality Service Recognition for my shop(s), please contact me for details!
I am also interested in:

Thanks for submitting! Our staff will contact you soon!

 
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.