8 Cover Story The Association's Annual Ball cum Retail Awards Presentation Ceremony was successfully held on 8 December, 2015, at the Grand Hall of Hong Kong Convention & Exhibition Centre. This year, we are honoured to have Mrs. Carrie Lam, GBS, JP, Chief Secretary, as the Guest of Honour and to present awards to the winning companies of the "2015 Service Retailers of the Year" under the Mystery Shopper Programme. There were over 1,200 guests and members joined the Annual Ball on that evening. On this occasion, winners of the "2015 Service & Courtesy Award" were also invited to receive their awards on stage. This year, we also invited member companies to form teams to participate in the "Voice of Retail" singing contest. Five teams entering the final were invited to perform on stage, the atmosphere was lifted to its highest with their stunning performance. Please visit our website www.hkrma.org for the highlights. 12 8 2015, GBS, JP 2015 1,200 2015 www.hkrma.org
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10 Cover Story The Association thanks the sponsorship of the following companies: Title sponsor: Chow Tai Fook Jewellery Co Ltd; Platinum sponsors: The Hong Kong Jockey Club, TSL Jewellery HK Co Ltd, Walton Brown Group; Silver sponsors: CATALO Natural Health Foods Ltd, DCH Food Mart, Ulferts of Sweden Far East Ltd; Corporate sponsors: Brooks Brothers Far East Limited, Sinomax Health & Household Products Limited; Red sponsors: Achiever Technology Limited, BannerShop Hong Kong Limited, Reasonable Software House Limited.,,,, Brooks Brothers Far East Limited, Achiever Technology Limited, BannerShop Hong Kong Limited,
Cover Story 11 The audiences cheer for the "Voice of Retail" contestants.
Flagship Programmes 17 The Association's Mystery Shopper Programme MSP has been a service performance benchmarking tool for retailers to improve their customer service since its launch in 1996. Each year, the "Service Retailers of the Year" represents the Association's highest recognition given to retailers which have shown excellent service performance by achieving the highest scores over the MSP assessment periods in the year. In 2015, a total of 22 companies won the Grand Award, Category Awards and the Great Progress Awards. All winning companies had proudly received their trophies presented by Mrs. Carrie Lam, GBS, JP, Chief Secretary, at the Association's Annual Ball on 8 December, 2015. 22 2015 12 8, GBS, JP 1996 2015 Over the years, more than 500 retail brands, covering over 73,000 retail outlets have participated in the MSP, and more than 110,000 mystery shopper visits were conducted. Solely in 2015, near 9,000 visits were conducted to about 5,000 retail outlets of 179 participating brands composing 20 retail business categories. 500 73,000 110,000 2015 20 179 5,000 9,000 The Hong Kong Electric Co., Ltd. Customer Centre
18 Flagship Programmes Beauty Products / Cosmetics Category Sa Sa International Holdings Limited La Colline Shop La Colline Convenience Stores Category Circle K Convenience Stores HK Limited OK Department Stores Category Chinese Arts & Crafts H.K. Ltd. Fashion & Accessories High Fashion Category Sidefame Ltd Anteprima Wirebag Anteprima Wirebag Fashion & Accessories Sports & Outdoor Products Category Swire Resources Limited Columbia Columbia Fastfood / Restaurants Category / Pizza Hut Hong Kong Management Limited PHD Furniture & Home Accessories Category Simmons Bedding & Furniture HK Limited Health Care Products Category GNC Infant and Child Merchandise Category 0/3 baby COLLECTION Specialty Stores Category Puyi Group Limited Specialty Stores Underwear & Nightwear Category PVH Asia Ltd Calvin Klein Underwear Supermarkets / Selfserviced Mega Stores Category / Jasons Food & Living
Flagship Programmes 19 Gold Award Electronic & Electrical Appliances Category Broadway Fashion & Accessories Category PVH Asia Ltd Calvin Klein Jeans ImagineX Group Tumi Tumi Silver Award Food Shops Category Bluebell Hong Kong Limited Ladurée Footwear Category Belle International Holdings Limited STACCATO Puyi Group Limited Bronze Award Personal Care Products Category Mannings Retail Services Category The Hongkong Electric Co., Ltd. Customer Centre PUMA HONG KONG LIMITED Telecommunications Category 1O1O Watch & Jewellery Category Prince Jewellery & Watch Company Limited
12 Flagship Programmes Since its introduction in 1986, the Service & Courtesy Award has become 1986 the most acclaimed event in the retail industry. By recognizing the outstanding service of frontline retail professionals, the Award has upgraded the overall customer service and enhanced the competitiveness of Hong 2015 Kong's retail industry. The Association has registered the participation of 623 frontline retail staff from 116 brands. A total of 39 winners were 116 623 39 2015 12 awarded at the Association's Annual Ball held on 8 December, 2015. Earn & Learn Student Category Earn & Learn Award Presenters Mr. Vincent Fang, SBS, JP, Legislative Councillor Wholesale & Retail, SBS, JP Gold Award Silver Award Ms. Wong Sin Ting, Cindy Mr. Li Kin Yiu Sa Sa International Holdings Limited Sa Sa Cosmetic Company Limited The Dairy Farm Company, Limited The Dairy Farm Company, Limited Bronze Award Nguyen Minh Benson Wellcome The Dairy Farm Company, Limited Mannings 8
Flagship Programmes 13 Bakery Shops Beauty Products / Cosmetics Junior Frontline Award Presenters 17: Mr. Henry Yip, ViceChairman, HKRMA 814: Mr. Winston Chow, ViceChairman, HKRMA 1522: Mr. Bankee Kwan, JP, Advisor, HKRMA Convenience Stores 3 1, JP Department Stores 4 2 Ms. Ngai Sin Yu Ms. Chiu Ching Sze, Joie Kee Wah Bakery Limited Kee Wah Bakery Shiseido Hong Kong Limited Shiseido Electronic & Electrical Appliances 5 Fashion & Accessories 6 Ms. Lai Lan Ms. Wong Po Yi Mr. Wong Chi Hin Mr. Wong Ka Wai The Dairy Farm Company, Limited 7Eleven 7Eleven The Wing On Department Stores Hong Kong Limited A.S. Watson Retail HK Limited FORTRESS PVH Asia LTD Calvin Klein Jeans Fashion & Accessories High Fashion 7 Fastfood 8 Food Shops Footwear 9 10 Ms. Lai Yuen Lam Ms. Lam Ka Hei Ms. Chan Kai Ni Mr. Wan Sze Yuen, Eric Sidefame Limited 45R 45R Pizza Hut Hong Kong Management Limited PHD Coffee Concepts Hong Kong LTD. Starbucks HK Coffee Concepts Hong Kong LTD. le saunda holdings ltd le saunda Furniture & Home Accessories Infant & Child Merchandise Personal Health Care Products Restaurants 11 12 13 14 Ms. Chau Yin Lam, Winnie Ms. Yeung Yuk Hung Ms. Wong Nga Hung Ms. Tam Wing Yi Ulferts of Sweden Far East Ltd. Ulferts The Dairy Farm Company, Limited Mannings Baby Mannings Baby The Dairy Farm Company, Limited Mannings Plus Mannings Plus Pizza Hut Hong Kong Management Limited Pizza Hut Retail Services Retail Services Property Management Retail Services Public Utilities Specialty Stores Lifestyle 15 16 17 18 Ms. Chui Man Yee, Ada Ms. Fan Che Kei, Fanny Mr. Siu Kong Wai Amigo Ms. Lui Wing Shan Kawina The Hong Kong Jockey Club Sun Hung Kai Real Estate Agency Limited Tai Po Mega Mall The Hong Kong and China Gas Company Limited Towngas Cooking Centre LensCrafters Specialty Stores Underwear & Nightwear Supermarkets / Selfserviced Mega Stores / Telecommunications Watch & Jewellery 19 20 21 22 Ms. Ng Yin Yung Mr. Wong Kam Yiu Mr. Tang Wai Chiu Ms. Chan Ka Wing PVH Asia LTD Calvin Klein Underwear PARKnSHOP HK Limited TASTE TASTE CSL Mobile Limited csl. csl. Chow Tai Fook Jewellery Co., Ltd Chow Tai Fook
14 Flagship Programmes Bakery Shops Convenience Stores Supervisory Award Presenters 2326: Mr. Henry Yip, ViceChairman, HKRMA 2731: Mr. Winston Chow, ViceChairman, HKRMA 3236: Mr. Bankee Kwan, JP, Advisor, HKRMA Electronic & Electrical Appliances, JP 23 24 Ms. Kwok Miu Chi Ms. Chen Xiao Yan Saint Honore Cake Shop Limited Circle K Convenience Stores HK Ltd OK Fashion & Accessories Fastfood Food Shops 25 26 27 28 Mr. Tam Siu Hung Mr. Cheung Kai Chung Mr. Tam King Wah Ms. Young Zoe A.S. Watson Retail HK Limited FORTRESS PVH Asia LTD Calvin Klein Jeans Café de Coral Group Café de Coral Coffee Concepts Hong Kong LTD. Starbucks HK Coffee Concepts Hong Kong LTD. Furniture & Home Accessories Personal Health Care Products Restaurants Retail Services 29 30 31 32 Mr. Sum Hin Kwan Ms. Chow Ka Man Rita Mr. Kwok Chun On Mr. Leung Ka Wai Pricerite Stores Limited CR Care Company Limited CR CARE Pizza Hut Hong Kong Management Limited Pizza Hut The Hong Kong Jockey Club Specialty Stores Lifestyle Supermarkets / Selfserviced Mega Stores / Telecommunications Watch & Jewellery 33 34 35 36 Ms. Kwan Tak Lam, Gucci Ms. Ford Yin Fei Helen Mr. Sze Chun Fai Steven Mr. Leung Wai Hung, Joseph Shiseido Hong Kong Limited Shiseido PARKnSHOP HK Limited GREAT GREAT HKT Limited HKT Prince Jewellery And Watch Company Limited Prince Jewellery And Watch The Best Team Performance Award Award Presenter Mr. Thomson Cheng, Chairman, HKRMA Gold Award Pizza Hut Hong Kong Management Limited Pizza Hut Ms. Tang Kwong Mei Ms. Chan Sin Yi Ms. Tam Wing Yi Mr. Kwok Chun On Silver Award Chow Tai Fook Jewellery Co., Ltd Chow Tai Fook Mr. Ip Chi Wah Mr. Li Wai Kin Ms. Tam Ching Ting Ms. Chan Ka Wing Bronze Award The Dairy Farm Company, Limited Mannings Plus Mannings Plus Ms. Tsang Ying Wan Mr. Lau Fu Kit Mr. Cheung Piu Wa Ms. Wong Nga Hung
Flagship Programmes 15 The Potential Brand Award Award Presenter Mr. Vincent Fang, SBS, JP, Legislative Councillor Wholesale & Retail, SBS, JP Gold Award Silver Award Bronze Award Ulferts of Sweden Far East Ltd. Ulferts Mr. Tong Wai Yin, Kenneth Ms. Wong Yin Fung, Betsy Ms. Chau Yin Lam, Winnie Mr. Cheung Man Lung, Man Sinomax Health & Household Products Limited SINOMAX Ms. Siu Yuen Man Mr. Yu Kwok Ho Ms. Yam Sau Lin Mr. Fok King Hang Café de Coral Group Super Super Congee & Noodles Ms. Ng Tan Ms. Chu Kin Ha Ms. Chuk Hung Yin Ms. Ngai Siu Yeh Outstanding Performance Award A.S. Watson Retail HK Limited FORTRESS Mr. Kwok Hang Kin Pricerite Stores Limited Ms. Wong Ka Ying A.S. Watson Retail HK Limited Watson's Wine Ms. Man Pui Fong Pricerite Stores Limited Mr. Mak Pak On Café de Coral Group Café de Coral Ms. Li Choi Yan Pricerite Stores Limited Mr. Ng Tang Fong Chow Tai Fook Jewellery Co., Ltd Chow Tai Fook City Super Limited city'super Giordano Limited Giordano Giordano Limited Giordano Giordano Limited Giordano HKT Limited HKT HKT Limited HKT Ms. Tam Ching Ting Ms. Yeung Oi Ling Ms. Lam Wing Yi Ms. Kwan Ching Wa Ms. Cheung Yi Man Ms. Lo Pui Keng Emily Mr. Yip Shu Wing Ken Sa Sa International Holdings Limited Sa Sa Cosmetic Company Limited Sinomax Health & Household Products Limited SINOMAX Sun Hung Kai Real Estate Agency Limited Metroplaza The Dairy Farm Company, Limited Mannings Plus Mannings Plus The Dairy Farm Company, Limited Mannings Plus Mannings Plus The Dairy Farm Company, Limited Market Place by Jasons Market Place by Jasons The Hong Kong Jockey Club Ms. Li Man Kiu, Edith Mr. Fok King Hang Mr. Kwok Fong Yeung, Billy Mr. Cheung Piu Wa Mr. Lau Fu Kit Mr. Chow Cheuk Lun Ms. Chan Sik Yu NGONG PING 360 LIMITED NGONG PING 360 360 360 PARKnSHOP HK LIMITED GREAT GREAT Pizza Hut Hong Kong Management Limited PHD Ms. Chan Pui Shan, Emily Ms. Ngai Tung To Mr. Chan Chun Yu TSL Jewellery HK Co Limited TSL Jewellery TSL TSL Jewellery HK Co Limited TSL Jewellery TSL Ulferts of Sweden Far East Ltd. Ulferts Mr. Lau Chi San Ms. Fong Hoi Sze Mr. Cheung Man Lung, Man