Annual Report
Customer Service and Relationships
Complaints vs. compliments
Representing a spectacular increase of 82% over the previous year, Hongkong Post received 2,071 compliments during 2006/07, which marked the sixth consecutive year of steadily-increasing customer bouquets.
Among the 2,071 compliments received, 975 (47%) were in appreciation of our counter service, while 939 (45%) were in recognition of our delivery service performance. These figures demonstrate a very high level of commendation from the general public.
A total of 4,978 complaints were received in 2006/07, down 9.9% from the previous year. Most complaints during the year were related to delivery and counter services.
Customer Relationship Management
Following implementation of an effective Customer Relationship Management (CRM) system, we have conducted regular analyses on market trends and customer preferences. Feedback is captured from various customer interaction channels to facilitate planning and implementation of service enhancement programmes. This information is analysed with a scientific approach and transformed into practical intelligence to assist in the refinement of services and products.
Customer satisfaction
City University of Hong Kong Survey
In the 2006 Consumer Satisfaction Index compiled by the City University of Hong Kong, postal services came first among 68 major local goods and services companies, indicating that consumer satisfaction with Hongkong Post has reached an all-time high.
Hongkong Post's Customer Satisfaction Survey
The 2006 Customer Satisfaction Survey returned promising results, showing that 95%, 96% and 95% of respondents were satisfied with our counter, delivery and hotline services, respectively.
In addition, more than 2,200 comments about customer appreciation were received, representing a strong and healthy relationship between Hongkong Post and the general public.
Mystery Shopper Surveys
In 2006, Hongkong Post commissioned an independent research consultant to conduct mystery shopper surveys to track and monitor the quality of our counter and hotline services.
Results showed that both services had improved since the previous year. Overall counter service performance showed an increase in satisfaction level from 79% in 2005 to 87% in 2006, while satisfaction with hotline services increased from 74% in 2005 to 86% in 2006.
Customer Liaison Group (CLG)
Established in 1993, the CLG comprises the Mail User Group and Philately Group and contains 64 members. Quarterly meetings produce many constructive suggestions in the interests of improving postal and philatelic service standards.
The CLG exists to improve Hongkong Post's understanding of customer needs, capture opinions on our services and enhance customer understanding of Hongkong Post policies, products and services. The CLG not only provides feedback on Hongkong Post's performance and overall quality of service, but also facilitates the exchange of views on operations and service matters to help us enhance efficiency and service standards.
PostalPlus for SMEs
Hongkong Post continues to identify the business needs of local small and medium enterprises (SMEs) and design tactical service offers to support their development.
During the year, we continued to organise activities such as seminars and exhibitions to keep our members abreast of the postal solutions available to them. As of March 2007, PostalPlus for SMEs had recruited 32,000 members.
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