Participating retail brands are grouped into different retail categories under the Programme. There are AT LEAST THREE participating brands in each category. The brands will be re-grouped under assigned categories if there is insufficient participation.
Category-specific assessment criteria cover 6 specific categories, while standardized benchmarking criteria on the other categories enable participating brands to gauge their service performance against industry peers.
Participating brands will be re-grouped to Specialty Stores Category in case of insufficient participation
Each assessment period covers three months. A team of trained and experienced mystery shoppers conduct clandestine visits to shops randomly selected from participating companies.
Participating companies are required to enroll either
*Additional Service:
We provide visit service to all retail outlets, which could effectively provide a full view for management to monitor the service performance of all retail outlets and to provide all-rounded review on areas for improvement.
| No. of Outlets | No. of visits per assessment period |
Total visits for | ||
| 2 | 3 | 4 | ||
| consecutive assessment periods | ||||
| 5 outlets or less | 6 | 12 | 18 | 24 |
| 6-10 outlets | 7 | 14 | 21 | 28 |
| 11-20 outlets | 10 | 20 | 30 | 40 |
| 21-30 outlets | 13 | 26 | 39 | 52 |
| 31-40 outlets | 16 | 32 | 48 | 64 |
| 41-60 outlets | 18 | 36 | 54 | 72 |
| 61-200 outlets | 36 | 72 | 108 | 144 |
| More than 200 outlets | 60 | 120 | 180 | 240 |
| Each Outlets | No. of visits per assessment period |
Total visits for | ||
| 2 | 3 | 4 | ||
| consecutive assessment periods | ||||
| 4 sections per visit # | 5 | 10 | 15 | 20 |
# Each visit covers four randomly selected sections within a department store. Each section will be assessed using an individual assessment form, providing a total of four assessment forms per visit.
| Each Shopping Mall | No. of visits per assessment period |
Total visits for | ||
| 2 | 3 | 4 | ||
| consecutive assessment periods | ||||
| 3 districts per visit | 12 | 24 | 36 | 48 |
Following an assessment period, each participating retail brand will receive a customized Assessment Report, covering the analysis of service performance and industry trend. All information pertaining to the assessment data and findings of individual companies will be handled with utmost care and strict confidentiality.
*Additional Service:
We could provide copy of assessment form in advance on monthly basis, which enables management to take a quick review on frontline sales' service performance, and to effectively take actions for improvement.
Participating retail brands with excellent service performance will be recognized by the highly-represented seasonal or annual awards among retail industry. The assessment criteria and mechanism put in place by HKRMA's independent sub-committee are well justified. Awarded brands would receive a series of promotion and publicity.
