As a customer-oriented organisation, Hongkong Post interacts with all sectors of the community, understands their postal needs and seeks continuous improvement in our service provision.
As a customer-oriented organisation, Hongkong Post interacts with all sectors of the community, understands their postal needs and seeks continuous improvement in our service provision.
In 2012/13, we received 2,947 commendations from members of the public in appreciation of the high quality of our services. 304 complaints were received, a decrease of 8.4% compared with the previous year.
We conduct customer satisfaction surveys regularly. In 2012/13, the overall customer satisfaction level reached 98.5%, with satisfaction levels of 96.9% for our counter service, 98.5% for our delivery service and 96.2% for our hotline service.
The Customer Liaison Groups and the Philately Liaison Group serve as effective communication channels between Hongkong Post and our customers with the following objectives:
to enhance customers’ understanding of our postal and philately products and services;
to improve our understanding of customers’ needs;
to gauge customers’ views on our service performance and quality, thereby enabling future enhancement; and
to serve as a forum for consultation on our corporate strategy and new initiatives.
These Groups comprise representatives from District Councils, philatelists, Hongkong Post’s account customers and members of the public. Meetings are chaired by senior officials from Hongkong Post, including the Postmaster General. These Groups met regularly in 2012/13 to exchange views on a range of product and service issues.
“PostalPlus for SME” and “e-Club” are membership clubs under Hongkong Post to introduce to local small and medium sized enterprises (SMEs) and online merchants respectively our broad range of services that cater for their diverse business needs. The clubs now have over 43,000 members.
The PostalPlus for SME runs a one-stop hotline and a dedicated website for its members. E-newsletters are published regularly, offering practical business tips to enhance the competitiveness of SMEs and introducing the latest postal solutions for the business sector. Free-of-charge member activities such as expert seminars and an annual expo in which industry professionals share their success stories and relevant market intelligence are held.
As a customer-focused and market-oriented service organisation, Hongkong Post has integrated the philosophy of customer relationship management in its product development, marketing and sales initiatives. In reflection of this philosophy, we anticipate the needs of customers, proactively analyse customer requirements for postal services and deliver the best solutions. Our account managers and customer relationship executives interact closely with business customers to cultivate a long-term relationship. A variety of strategic marketing campaigns and targeted sales promotions were held during the past year to attract customers from all sectors, stimulate business growth and build goodwill among potential customers. The feedback obtained from customers has assisted us in refining our services and products.
Please click here to download Customer Services and Customer Relations [PDF, 2 pages of 603KB]