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HKRMA

Service

recognition

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
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
Comprehensive assessment covering the framework of “3 Perspectives and 7 Key Service Touch-points” of shop front customer journey.
WINDOW STICKER  AND CERTIFICATE
Recognized 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 namely 'Quality Service Recognition' and 'Flagship Service Recognition'
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TYPES OF RECOGNITION
 

Quality Service Recognition

(For all outlets)

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

Good for brands

having a wish to get basic quality service recognition for all outlets to enhance the brand image

Flagship Service Recognition (NEW)

(For specific outlets with star service)

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 the chance to compete for the 'Top 10 Outstanding Service Flagship Stores' under '2021 Service Talent Award' (details to be announced in June)

Good for brands

1. having a wish to build up stores with star service; or 

2. having 'Quality Service Recognition' and

wish to achieve more

 

REPRESENTATION

 

Recognized brands are providing quality service by professional staff  to their satisfied customers.

 
ASSESSMENT CRITERIA
Assessment criteria are covering 7 critical in-store service touch-points of 3 key areas of customer experience.
SHOPPING ENVIRONMENT
(1) Staff Appearance
(2) Shopping Environment
(3) Staff Assistance
SHOPPING EXPERIENCE ​
(4) Product Knowledge & Selling Technique /
Merchandise and Facilities Display (Supermarket) /
Food Quality (Fastfood & Restaurant)
(5) Staff Attitude & Proactiveness
COMPLETION OF SHOPPING
(6) Till Service and After-sales Service
(7) Customer Satisfaction
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RECOGNITION

 

Recognized retail 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
Recognize quality service provided by all retail stores of the brand
Flagship Service Recognition (New)
Recognize quality service provided by specific retail store(s) of the brand
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
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.
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PARTICIPATION FEE

授業はいつ行いますか。


生徒さんのご都合の曜日・時間に指導致します。事前に都合の良い曜日や時間帯をお聞かせいただき調整いたします。 また、予定していた授業日に都合が悪くなった場合は、予め連絡いただければ、振替授業を行う形で対応することが可能です。 テスト直前や長期休業中に授業数を増やしたい場合も、ご連絡頂ければ対応致します。




どのような授業を行っていますか。


コース紹介にもあります通り、生徒さんのレベルに合わせて指導を行っております。モチベーションを管理するところから必要な人もいれば、基礎力・応用力を鍛えたい人もいるはずです。学校の授業形式であったり、問題を一緒にといていくやり方であったり、その生徒さんに合ったやり方を決めてから指導になります。ぜひ一度無料体験授業をご利用ください。




塾・家庭教師で迷っています。


生徒さんに合った指導方法はそれぞれ異なります。富山医薬個別指導塾では、各所で指導・運営を行ってきたスタッフが、他社の特徴も含めてアドバイスさせて頂きます。 迷っているだけでは解決しませんので、一度ご連絡下さい。無料でご相談を受け付けております。




講師はプロじゃなくても大丈夫ですか。


当塾に限らず、多くの塾では、大学生が授業を行ったり、進路相談に乗ったりするなど、多くの場面で大学生が高校生のサポートを行っております。年齢が近い分、親身に相談に乗れたり、最近の入試の状況を知っていたりすると言った強みがあります。当塾に在籍するのは、最難関とされる医・薬学部の受験を突破した講師陣です。通常よりも、質の高い指導を保証いたします。 また、当塾では、スタッフと講師は指導方針や指導方法について、頻繁に打ち合わせしております。複数人で一人の生徒と向き合っているということも特徴です。 また、教育業界歴の長く、学習方法や受験について熟知したスタッフが対応しておりますのでご安心下さい。




先生の交代・解約について教えてください。


万が一先生と上手くいかない場合は、無料で先生の交代を行います。中途解約につきましても、解約金を設定していません。こちらにご連絡いただければと思います。




心理学を用いるとは、どういうことですか。


実は多くの塾が気にしていないのは、生徒の個性です。 個性を無視してしまうと、うまく勉強へのモチベーションを高めることができません。 そこで私たちは一人ひとり違う個性を尊重し、生徒さんの能力を最大限発揮できるように、心理学を用いながらモチベーションを高めていきます。 詳しくは、指導方針のページをお読みいただくか、当塾に直接お問い合わせください。





 
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:
 
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.

SHOPPING EXPERIENCE ​

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