Hongkong Post highly values the feedback from our customers. We are eager to listen to customer feedback on our services and identify potential new products and services as well as areas for ongoing improvement.
In 2011/12, we received some 1,500 commendations from members of the public, expressing appreciation for different aspects of our service delivery. During the same period, the number of complaints received dropped to 332, representing a fall of 40.7% over the previous year.
We assess customer satisfaction on a regular basis. In 2011, the overall satisfaction level reached 99.2%. The satisfaction level for counter services was 97.6% and those for delivery service and hotline service were 98.7% and 97.4% respectively. The survey findings show that Hongkong Post is well recognised as a quality brand by the community at large.
The Customer Liaison Group and the Philately Liaison Group are the key channels for us to obtain customer feedback.
The key objectives of these two groups are:
The two groups met regularly during the past year to exchange views on a broad range of topics related to Hongkong Post's products and service provision.
PostalPlus for SME now has close to 43,000 members. Established in 2003 as a communication platform for Hongkong Post to reach out to local SMEs, the club continues to help us develop fit-for-purpose solutions for SMEs across their diverse businesses. The club offers member privileges and publishes an e-newsletter which contains practical business tips and updates on postal solutions. It organises free-of-charge activities such as expert seminars and an annual expo for its members. We have also invited industry professionals to share their success stories and the latest market trends in these events.
The concept of Customer Relationship Management is integrated into our product development, sales and marketing as well as operations. We proactively analyse market trends as well as customer requirements, and devise products and services that meet market demand. Strategic marketing campaigns are indispensible to sustainable business growth. Our account managers and customer relationship executives interact closely with business owners or their representatives to ensure that their postal service needs will be met in a cost-effective manner.
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