Annual Report
Customer Service and Relationships
Complaints vs. compliments
Compliments from customers continued to increase over the previous year. We received 2,116 compliments during 2007/08, which marked the seventh consecutive year of steadily-increasing customer bouquets.
Among the 2,116 compliments received, 811 (38%) were in appreciation of our counter service and 762 (36%) were in recognition of our delivery service performance. These figures demonstrate a high level of commendation from the general public.
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 Our Postshop offers a wide selection of postal souvenirs for customers. |
Customer satisfaction
City University of Hong Kong Survey
Postal services ranked second among 68 major local goods and services companies in the 2007 Consumer Satisfaction Index recorded by the City University of Hong Kong, signifying our ability to provide world-class service to customers.
Hongkong Post's Customer Satisfaction Survey
The 2007 Customer Satisfaction Survey provided encouraging results, indicating customer satisfaction levels of 90% with our hotline services, 93% with our counter services and 95% with our delivery services.
Some 1,678 comments expressing customer appreciation were received in the survey as well, indicating a positive relationship between Hongkong Post and the community.
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| 762 compliments were received in recognition of ourdelivery service performance. | Compliments from customers continue to increase. |
Customer Liaison Group (CLG)
Hongkong Post is committed to providing efficient, reliable and affordable postal services, and we highly value our relationship with customers. With this in mind, we set up the Hongkong Post Customer Liaison Group (CLG) and Philately Liaison Group (PLG) to exchange views with customers on our service performance. These two Groups consist of a total of 60 members. In 2008, we have for the first time invited representatives from all District Councils to join our CLG. This provides a channel to facilitate the exchange of views on postal operations and service matters with local community representatives from all regions in Hong Kong.
The objective is to enhance customers' knowledge of our postal and philatelic products and services, whilst at the same time improving our understanding of customers' needs and their views on our postal and philatelic services. This opportunity to gauge customers' opinions on our performance and quality of service helps us to improve operational efficiency and enhance service standards.
 Visits were organised to enhance customers' knowledge of postal operations. |
 Customer Liaison Group Meetings are arranged on regular basis to foster closer links with customers. |
Relationship with the media
To enhance understanding among the media and members of the public of our work and the improvement of our performance, we organised a number of press briefings and media tours to visit our opeartions during the year. We are pleased to be ranked second amongst all government departments by one of the major print media in respect of our quick response in handling enquiries. |
 Press briefings were organised to keep the media abreast of the latest development of Hongkong Post. |
PostalPlus for SMEs
PostalPlus for SMEs is an effective communications platform linking Hongkong Post and local SMEs. It was established in September 2003 and we now have more than 36,000 corporate members. During the year, we provided regular updates on postal solutions and smart tips for successful business. In addition to postal news, we frequently shared market intelligence with members. We also organised seminars and networking activities with international trading or online service platforms, to which we invited practitioners to demonstrate their success stories of business matching and online trading. Through these activities, our members were able to obtain useful market information and enhance their business competitiveness through worldwide postal services.
Customer Relationship Management
Hongkong Post is dedicated to instilling a Customer Relationship Management (CRM) philosophy in our sales and marketing operations. During the year, we proactively analysed customer requirements for postal services, reviewing their background, preference and purchase patterns, and devising competitive marketing campaigns and offers to satisfy their needs, with a view to sustaining our business growth in the long term. We have applied Customer Relationship Management intelligence in our daily service operations and our Customer Relationship Executives have communicated effectively and provided exemplary service, helping to improve customer loyalty.
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