Hongkong Post is a customer-oriented service provider.
In 2013/14, we received 2 611 commendations from members of the public. 250 complaints were received, representing a decrease of 17.8% over 2012/13.
Hongkong Post is a customer-oriented service provider.
In 2013/14, the overall customer satisfaction level as reflected in the regular customer satisfaction survey reached 98.7%. Customer satisfaction for different service areas was maintained at a high level: 96.8% for counter service, 98.6% for delivery service and 95.6% for hotline service.
Hongkong Post solicits customer feedback through the Customer Liaison Groups and the Philately Liaison Group, whose members include representatives from District Councils, account customers, philatelists and other members of the public. 10 meetings were held in 2013/14 to discuss a range of product and service issues.
A new Business Customer Liaison Group, chaired by the Postmaster General and comprising representatives from major local chambers of commerce and SME associations as members, was set up in 2014 to enhance business customers’ understanding of Hongkong Post’s products and services, improve our understanding of customers’ needs, and gauge customer feedback on our service performance and quality. The Group held its first meeting in February 2014.
The PostalPlus for SME and the e-Club, membership clubs to introduce Hongkong Post’s broad range of services to local SMEs and online merchants respectively, were amalgamated on 1 January 2014 to streamline the provision of support to club members that now total close to 44 000.
Members of PostalPlus for SME enjoy various exclusive privileges and special offers. They also receive regular updates on postal services and solutions, practical business tips and relevant market intelligence to help them grow their business.
Hongkong Post’s Mail Tracing Office was named the “Best EMS Call Centre 2013” (medium group) by the Express Mail Service (EMS) Cooperative of the UPU. Launched in 2006, this annual award is adjudicated by the member postal administrations of the EMS Cooperative to give recognition to postal administrations which provide outstanding customer service during the year.
Hongkong Post’s Kwai Chung Delivery Office received the Bronze Award for Team Award (Field and Special Service) in the Customer Service Excellence Award 2013 organised by the Hong Kong Association for Customer Service Excellence.
Hongkong Post’s dedicated pursuit of service excellence was widely recognised in the community. Hongkong Post received the Bronze Award for Best Public Image in the Civil Service Outstanding Service Award Scheme 2013 organised by the Civil Service Bureau. We came first in the Hong Kong Government Service Excellence Index 2013 collated by the Efficiency Unit, ranking top for overall user satisfaction among 10 major government departments. Hongkong Post also came top in the Government Departments and Related Organisations Category of Next Magazine’s Top Service Awards 2013.
In the Junzi Corporation Survey 2013 organised by Hang Seng Management College, Hongkong Post gained recognition as a “Junzi Corporation”, which focused on the business ethics of corporations according to Confucian virtues.
In addition, Hongkong Post was recognised as a “Consumer Caring Company” under the Consumer Caring Scheme organised by GS1 Hong Kong, reflecting our commitment to consumer care.
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