PUTRAJAYA: Local retail outlets can have their premises inspected and accredited with “excellent service and courtesy standards” under an inaugural programme.
Malaysian Retailers Association (MRA) president Ramli Idris said the programme was to highlight the importance of maintaining courtesy, hygiene, shopping ambience and access to customer feedback.
“Under this programme, which is being organised for the first time by MRA together with the National Productivity Centre, participating outlets will be judged by our panel.
“The results of the first round of judging should be completed by the end of this month and we hope to announce these in our annual dinner in October.
“We hope that by conducting such a programme, we will be able to increase customer satisfaction when they shop in our members’ outlets,” he said in an interview here yesterday.
Ramli said the programme would focus on the issue of hygiene and cleanliness, particularly those in the backrooms.
“Usually, the front and display rooms aver very clean. But we want them to know that the backrooms are as important, and that goods have to be stacked nicely, and that one should never mix foodstuff with other items,” he said.
Ramli said outlets which secured such accreditation certificates would have to continue maintaining the standards as there would be periodic checks by the MRA on the premises.
“It is like the ISO 9000 standard. The certificate’s validity will expire in a year, after which, they will participate all over again in the programme should they like to keep the accreditation,” he said.
The programme is targeted at six different retail outlets: supermarkets, hypermarkets, department stores, specialty stores, pharmacies, and convenience stores and cooperatives.
Ramli said the services in many of the retail outlets in the country were still lagging behind those in countries such as Japan, Korea or even Thailand, where the staff were friendlier and their premises cleaner.
He said the MRA hoped to launch a rewards scheme for participating retail outlets adjudged as Best Supermarket or Best Department Store.
The MRA currently has 100 members with over 2,000 outlets.
Did you find this article insightful?