Annual Report

Customer Service And Relationships

Customer feedback

We always value suggestions and feedback from our customers because they help us review our services and identify areas for improvement. In the past year we received 1,756 cases of complimentary feedback, 686 (39%) of which expressed appreciation for our counter services and 932 (53%) of which praised our delivery service performance. These figures suggest the high regard in which the general public holds Hongkong Post.

Further, we experienced a significant fall in the number of complaints received in 2008/09, with the 1,693 complaints representing a drop of 57.8% compared with the previous year. Most of these were in connection with delivery and counter services.

Customer satisfaction

Consumer Satisfaction Survey

We are pleased to see our service quality widely recognised in the community. In a study that covered 68 major local goods and services, postal services ranked highest in terms of consumer satisfaction in the service category. The study was based on more than 10,000 interviews carried out by the City University of Hong Kong between June and August last year.

Hongkong Post's Customer Satisfaction Survey

Our 2008 Customer Satisfaction Survey produced encouraging results at consistently high levels. Satisfaction levels of 93% were recorded for our hotline services, 94% for our counter services, and 96% for our delivery services.

In addition, the survey generated some 1,335 appreciative comments from customers, indicating the positive relationship that exists between Hongkong Post and the community.

Customer Liaison Group and Philately Liaison Group

Hongkong Post's Customer Liaison Group (CLG) and Philately Liaison Group (PLG) primarily listen to the views of customers about our service performance. The two groups contain a total of 60 members, and their key objectives are:

to enhance customers' understanding of Hongkong Post's postal and philatelic products and services;
to improve Hongkong Post's understanding of customer needs and expectations concerning its postal and philatelic services;
to gauge customer opinions on Hongkong Post's performance and the quality of its postal and philatelic services, and use this information to improve operational efficiency and service standards.

In 2008, for the first time we invited representatives from all the District Councils to join the CLG. During the year, 14 CLG and PLG meetings were held, at which a total of 40 topics were discussed. District Councillors expressed their appreciation for this new channel for exchanging ideas on postal issues.

Members of the Customer Liaison Group visited our mail processing centre.

PostalPlus for SMEs

Our "PostalPlus for SMEs" scheme has proved an effective communication platform linking Hongkong Post and local SMEs, and we have used it to keep SMEs informed of the latest postal solutions and market trends. Since its establishment in 2003, "PostalPlus for SMEs" has attracted more than 38,000 corporate members. Over the past year, we continued to attract new members by offering privileges encouraging SMEs to try out our services. Through our regular eNewsletter, we shared tips on the different postal services available, and on how to handle important customs declarations. In addition, we invited some successful entrepreneurs to share their strategies for business growth in the current economic climate.

With the aim of helping SMEs with business growth and networking, we organised a number of seminars in conjunction with global online trading platform providers that discussed the latest trends in SME business expansion via online trading. We also participated in World SME Expo 2008, organised by the Hong Kong Trade Development Council, where we presented our one-stop value-for-money postal solutions, designed to support SME business activities. In all these events we were able to share success stories with our members, while also providing them with useful market information for developing their businesses.

Customer Relationship Management

Hongkong Post has run a Customer Relationship Management (CRM) system since 2005, with the aim of meeting market demand and becoming more competitive by providing quality services. The CRM system has been highly effective, helping us boost our sales, marketing and customer service operations.

During the year, we tailored the CRM system to create a range of marketing offers for our business account customers. The system generates regular reports on customer and marketing programme performances, which enable us to understand our customers' needs better. Using these reports, our Customer Relations Executives made thousands of telephone calls to customers each month to tell them about which of Hongkong Post's service solutions were particularly suited to their business needs. We also used the CRM data to keep our service operations updated on the changing expectations of customers, which has resulted in new initiatives to better suit the needs of our customers.

"PostalPlus for SMEs" regularly organises seminars on postal solutions that help SMEs with networking and business growth.

Print friendly version
Please click here to download Customer Service And Relationships [PDF, 4 pages of 639KB]

To view and print, you need to use an Adobe Acrobat Reader. You may need to download Acrobat Reader and Asian Font Packs to view the documents if necessary.