HKRMA
Service
recognition
To recognize retail brands with quality service performance
Enquiry:
2866-8311 /
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.
One-off assessment on shop service by mystery shoppers and final audit by HKRMA in 4 to 6 weeks.
Comprehensive assessment covering the framework of “3 Perspectives and 7 Key Service Touch-points” of shop front customer journey.
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 namely 'Quality Service Recognition' and 'Flagship Service Recognition' are available to suit retail brands with different needs
TYPES OF RECOGNITION
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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.
(1) Staff Appearance (2) Shopping Environment (3) Staff Assistance
(4) Product Knowledge & Selling Technique / Merchandise and Facilities Display (Supermarket) / Food Quality (Fastfood & Restaurant) (5) Staff Attitude & Proactiveness
(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.
Recognize quality service provided by all retail stores of the brand
Recognize quality service provided by specific retail store(s) of the brand
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.
PARTICIPATION FEE
Application Fee 申請費用
A. Quality Service Recognition 優質服務認證
< 20 outlets 店舖
Member 會員: $2,000;
Department Stores/ Shopping Mall/ Outlet >3,000sq.ft.
Member 會員: $4,500;
Non-member 非會員: $5,800
Ｂ. Flagship Service Recognition 旗艦服務認證
Each Outlet 每店舖
Department Stores/ Shopping Mall/ Outlet >3,000sq.ft.
Member 會員: $4,500;
Non-member 非會員: $5,800
Submit Online Application 提交網上申請 >
SPECIAL OFFER 1 特別優惠一 (50% OFF)
A. Quality Service Recognition 優質服務認證
Department Stores/ Shopping Mall/ Outlet >3,000sq.ft.: $2,250
Ｂ. Flagship Service Recognition 旗艦服務認證
2021新會員 即可享50% 半價優惠
Each Oulet 每店舖: $1,000
Department Stores/ Shopping Mall/ Outlet >3,000sq.ft.: $2,250
APPLICATION
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Please submit Online Application Form and fill in and upload “Outlet List Form”
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For non-member, please also submit Business Registration copies of current and previous years.
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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
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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.