O2O Customer Experience Recognition | HKRMA

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SCHEME FEATURES



“O2O Customer Experience Recognition” (CXR) aims to recognize retail brands with excellence in

delivering online and offline customer experience.  It is an one-off assessment on the performance

of the online and offline customer experience including retail outlet service and e-shop.  

  


Participating brands who pass the assessment will be awarded for a Recognition for 12 months with

Window Sticker, Certificate and e-logo and enter the annual award normination for 

 “Top 10 O2O Retail Brands” automatically without any extra cost.








First-ever Recognition in Hong Kong

The HKRMA is a well-recognized organizer with objective assessment criteria to grant this first-ever recognition and awards to the industry over the years.

All-rounded Assessment on O2O CX

The assessment will go through 8 key touch points of online and offline customer journey by mystery shopper visits and final audit by HKRMA in 5 - 7 weeks.

One-off Assessment for 12 Months

Participating brands who pass this one-off assessment will be awarded for a 12-month recognition to recognize excellent online and offline customer experience.

O2O Customer Experience Award

Participating brands will enter “O2O Customer Experience Awards”as “Top 10 O2O Retail Brands” automatically without any extra cost.



WHAT IS C.X.R.



O2O is a necessary ingredient of omni-channel retail in order to bring a consistent experience for your customers in

physical stores and online channels.   A successful O2O strategy should combine both offline and online channels into

one seamless customer journey.


Recognized retail brands are delivering SEAMLESS ONLINE & OFFLINE customer experience 

to CONNECT and ENGAGE their customers with excellent service.





ASSESSMENT CRITERIA


Assessment criteria are covering 8 critical touch-points of online and offline customer experience.

Participating brands will receive a detailed assessment report with over 100 assessment criteria 

and comments in 5 - 7 weeks.  



For those brands who pass the assessment, they will be awarded for Recognition Window Stickers, 

E-logos and Certificate, which will be valid for 12 months and can be used in shops, e-shop, 

related advertisement and promotional materials to establish brand image and 

gain consumers' confidence.


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.










ANNUAL AWARD
TOP 10 O2O RETAIL BRAND AWARDS

 Recognized retail brands, who submit application before 30 September, will enter the normination of "Top 10 O2O Retail Brands" of that calendar year automatically without any extra cost.  Winners are selected according to the total marks of the assessment result.   
 
The awarded brands will receive a series of media publicity (partial promotion fee will be charged for the production and newspaper supplement).


ELIGIBILITY

The participating brands shall:

  • Have a valid business registration and a physical business address with substantial operation in Hong Kong;

  • Be fully operative for at least a year (calculated from the first transaction date);

  • Have both physical shop(s) and e-shop with a registered domain name and online check-out operating in Hong Kong;

  • Engage in the retail sale of merchandise or the provision of retail services to individual customers in Hong Kong;

  • Have no record of trading in counterfeit goods.



PARTICIPATION FEE

 

Member: $5,000

Non-member: $6,500




SPECIAL OFFER


(1) Free to get the extra either one of below Recognition - 

Quality Trusted E-Shop / (Premium) Quality Trusted E-shop Recognition 

 under the "All-round Plan of Quality E-Shop Recognition


(2) New Full Member who submit its first application can enjoy the special offer of $1,000 fee deduction 

of the original member price. 





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.



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.


Recongized Brands




All

  • All
  • O2O Customer Experience Recognition Brands
  • (SHOPLINE) O2O Customer Experience Retail Brands
Aria Audio Ltd_10.2024
Aria Audio Ltd_10.2024 /
Aria Audio Ltd_10.2024
Aria Audio Ltd_10.2024 O2O Customer Experience Recognition Brands
Aria Audio_12.2024
Aria Audio_12.2024 /
Aria Audio_12.2024
Aria Audio_12.2024 (SHOPLINE) O2O Customer Experience Retail Brands
Catalo_04.2025
Catalo_04.2025 /
Catalo_04.2025
Catalo_04.2025 O2O Customer Experience Recognition Brands
China Mobile HK_04.2025
China Mobile HK_04.2025 /
China Mobile HK_04.2025
China Mobile HK_04.2025 O2O Customer Experience Recognition Brands
Chow Sang Sang_08.2024
Chow Sang Sang_08.2024 /
Chow Sang Sang_08.2024
Chow Sang Sang_08.2024 O2O Customer Experience Recognition Brands
FORTRESS_04.2025
FORTRESS_04.2025 /
FORTRESS_04.2025
FORTRESS_04.2025 O2O Customer Experience Recognition Brands
HAREODY HOME_07.2024
HAREODY HOME_07.2024 /
HAREODY HOME_07.2024
HAREODY HOME_07.2024 O2O Customer Experience Recognition Brands
Hello Bear_12.2024
Hello Bear_12.2024 /
Hello Bear_12.2024
Hello Bear_12.2024 (SHOPLINE) O2O Customer Experience Retail Brands
L-MODEL_12.2024
L-MODEL_12.2024 /
L-MODEL_12.2024
L-MODEL_12.2024 (SHOPLINE) O2O Customer Experience Retail Brands
LBuy_10.2024
LBuy_10.2024 /
LBuy_10.2024
LBuy_10.2024 O2O Customer Experience Recognition Brands
Mannings Online Store_10.2024
Mannings Online Store_10.2024 /
Mannings Online Store_10.2024
Mannings Online Store_10.2024 O2O Customer Experience Recognition Brands
MW Beauty Skin_03.2025
MW Beauty Skin_03.2025 /
MW Beauty Skin_03.2025
MW Beauty Skin_03.2025 O2O Customer Experience Recognition Brands
OLENS_04.2025
OLENS_04.2025 /
OLENS_04.2025
OLENS_04.2025 O2O Customer Experience Recognition Brands
Oriole Food_09.2024
Oriole Food_09.2024 /
Oriole Food_09.2024
Oriole Food_09.2024 O2O Customer Experience Recognition Brands
Parknshop eShop_08.2024
Parknshop eShop_08.2024 /
Parknshop eShop_08.2024
Parknshop eShop_08.2024 O2O Customer Experience Recognition Brands
PINKICON_04.2025
PINKICON_04.2025 /
PINKICON_04.2025
PINKICON_04.2025 O2O Customer Experience Recognition Brands
RNG WINE_12.2024
RNG WINE_12.2024 /
RNG WINE_12.2024
RNG WINE_12.2024 (SHOPLINE) O2O Customer Experience Retail Brands
Sa Sa_04.2025
Sa Sa_04.2025 /
Sa Sa_04.2025
Sa Sa_04.2025 O2O Customer Experience Recognition Brands
SKECHERS_10.2024
SKECHERS_10.2024 /
SKECHERS_10.2024
SKECHERS_10.2024 O2O Customer Experience Recognition Brands
Watsons Hong Kong_05.2024
Watsons Hong Kong_05.2024 /
Watsons Hong Kong_05.2024
Watsons Hong Kong_05.2024 O2O Customer Experience Recognition Brands
Watsons Wine_10.2024
Watsons Wine_10.2024 /
Watsons Wine_10.2024
Watsons Wine_10.2024 O2O Customer Experience Recognition Brands
龍和堂_12.2024
龍和堂_12.2024 /
龍和堂_12.2024
龍和堂_12.2024 (SHOPLINE) O2O Customer Experience Retail Brands
Optical 88_05.2024
Optical 88_05.2024 /
Optical 88_05.2024
Optical 88_05.2024 O2O Customer Experience Recognition Brands
日本命力_08.2024
日本命力_08.2024 /
日本命力_08.2024
日本命力_08.2024 O2O Customer Experience Recognition Brands
Eu Yan Sang_08.2024
Eu Yan Sang_08.2024 /
Eu Yan Sang_08.2024
Eu Yan Sang_08.2024 O2O Customer Experience Recognition Brands
Pricerite_10.2024
Pricerite_10.2024 /
Pricerite_10.2024
Pricerite_10.2024 O2O Customer Experience Recognition Brands
Chow Tai Fook_10.2024
Chow Tai Fook_10.2024 /
Chow Tai Fook_10.2024
Chow Tai Fook_10.2024 O2O Customer Experience Recognition Brands
Gilman.More_10.2024
Gilman.More_10.2024 /
Gilman.More_10.2024
Gilman.More_10.2024 O2O Customer Experience Recognition Brands
SINOMAX_10.2024
SINOMAX_10.2024 /
SINOMAX_10.2024
SINOMAX_10.2024 O2O Customer Experience Recognition Brands