We are active in sharing customer service experience with other sectors.
We are active in sharing customer service experience with other sectors.
We always value feedback from customers, which is valuable for reviewing our services and raising our standards to new heights. In the past year, we were honoured to have received 1,519 commendations, of which 782 (51%) were in appreciation of our counter services and 608 (40%) were in recognition of our delivery services.
The number of complaints received during the year dropped significantly in 2009/10. A total of 829 complaints, representing a fall of 51% as compared with the previous year, were received. Most of these were related to counter and delivery services.
During the year, we were gratified that postal services ranked highest among all 68 goods and services covered in the Hong Kong Consumer Satisfaction Index compiled by the City University of Hong Kong. The study result was based on more than 13,000 interviews carried out between June and August 2009.
Hongkong Post's Customer Satisfaction Survey conducted in 2009 also recorded encouraging results, indicating consistently high levels of satisfaction. Satisfaction levels of 93% were recorded for our hotline services, 96% for our counter services and 97% for our delivery services. Of the 2,088 responses received, 1,546 expressed appreciation.
Members of the Philately Liaison Group paid a visit to our mail processing centre.
Hongkong Post is committed to achieving the highest level of customer satisfaction. With this in mind, our Customer Liaison Group (CLG) and Philately Liaison Group (PLG) regularly exchange views with customers on our service performance with the objectives to:
In 2009, the two groups had a total of 60 members. For the second year, we invited representatives from all the District Councils to join the CLG. During the year, 12 CLG and PLG meetings were held, at which a total of 22 topics were discussed. We were pleased to hear positive feedback from District Councillors, who expressed their appreciation of this channel for exchanging ideas on postal issues.
The Postmaster General and colleagues team up to “Go the Extra Mile”.
In a further move to develop an even more customer-focused culture within Hongkong Post, we launched in October 2009 the "Go the Extra Mile for You" programme for counter staff. Staff were encouraged to go out of their way to serve customers better.
A number of e-commerce seminars were organised to help SMEs with business growth and networking.
Established in 2003, Hongkong Post's “PostalPlus for SMEs” has proved an effective communication platform for Hongkong Post and local SMEs. We now have more than 40,000 corporate members.
Leveraging on Hongkong Post's reliable services and extensive resources, we provide all-round, cost-effective postal solutions to offer strong support to SMEs in enhancing their competitiveness. Through our regular e-newsletter, we introduced diversified postal solutions and timely market news to members. In addition, with the aim of helping SMEs with business growth and networking, we organised a number of seminars in conjunction with global online trading platform providers, where the latest trends in SME business expansion via online trading and e-commerce were discussed.
We also participated in World SME Expo 2009, organised by the Hong Kong Trade Development Council, where we presented our one-stop value-for-money postal solutions, designed to support SME business activities. In all these events, we were able to share success stories with our members, while also providing them with useful market information for developing their businesses.
To facilitate SME members to make a smart choice of appropriate postal services for their business needs, the PostalPlus for SME webpage was revamped in February 2010. With a fresh new look, the new webpage provides more convenient navigation and quicker access to enhanced contents, enabling members to stay ahead in the market and succeed in their businesses.
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