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Customers

Introduction

With an average of 5.46 million passengers using our network in Hong Kong each working day, we recognise that our train services have a profound impact on the daily lives of many people in our city. Bearing this responsibility in mind, members of our staff come to work committed to providing reliable and comfortable journeys for our customers; we strive to excel at what we do, all day, every day of the year.

During 2014, average weekday patronage on our rail and bus passenger services in Hong Kong increased by nearly 4 per cent. Underlying this headline figure, several long-term trends are putting increasing demands on our network as summarised in the following charts.

In this section, you can read how we are responding to challenges associated with these trends in order to sustain and improve upon train service performance. You can also read about customer services in our managed properties.

 

Did you know?

 

About 90 per cent of Hong Kong's population uses public transport every working day. With a 48.1 per cent market share for franchised public transport boardings in 2014, we play a critical role in keeping our city’s residents on the move across Hong Kong.

 

Management Approach

GUIDING STRUCTURE

Operating Agreement

The conditions of our license to operate are set out in our Operating Agreement with the Government. In our drive for excellence, we have set internal targets that meet or exceed the terms of this agreement.

Customer Service Pledge

The Customer Service Pledge is the primary document spelling out our service commitments to customers. It contains ambitious quantitative targets across 15 areas of performance, including punctuality, reliability, indoor environment, cleanliness and customer response. We update the pledge annually and publish it on our customer website.

Asset Management Framework

The Operations Division has an Asset Management Manual that sets out system requirements for asset management in alignment with best practices and uses a self-developed asset management system known as RailASSURE, providing a functional overview of equipment management, work management, maintenance planning, budgets and analysis. Our risk based asset management framework is accredited to PAS 55, the first publicly available specification for optimised management of physical assets. Following publication of a newer standard by the International Organization for Standardization in 2014, we are currently in the process of migrating to ISO 55000, Standard for Asset Management.

KEY PRINCIPLES AND PROCESSES

Investment, Investment, Investment …

In the railway industry, it is extremely important that infrastructure is constantly maintained. Our ability to deliver the highest levels of service to our customers depends on continuous investment in more reliable, convenient and comfortable journeys. The amount of annual expenditure on maintenance and upgrading is expected to increase significantly over time as our network continues to mature.

In 2014, we spent over HK$6 billion to maintain and upgrade our existing rail system in Hong Kong.

Accountability

Throughout the year, we publish Train Service Report Cards to keep our stakeholders up to date on our performance trends.

 

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Please download updates on our performance against our pledge or click here to access more information from our customer website.

 
 

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Customer satisfaction, as recorded by our regular surveys, remained high during 2014. The Service Quality Index and the Fare Index that measure the level of customer satisfaction with fares can be found in our Annual Report.

 

Customer Service Training

To ensure that excellent service continues to be promoted as an integral part of our corporate culture, the Academy of Excellent Service (AES) was established jointly by the Operation Division and the Human Resources and Administration Division in 2012. It provides comprehensive, competency-based customer service training programmes for staff at various levels to build up their skills and capabilities for excellent service.

Rapid Response Teams

When train service disruptions occur, our Customer Service Rapid Response Unit is on the frontline to assist passengers by providing timely information about the situation and the impact on train services. They also manage boarding and alighting arrangements for free shuttle bus services to transport some affected customers to the nearest MTR station so that they can continue on their journey.

 

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Our Customer Service Centres provide information and assistance to customers within stations across our network. Please click here to contact us through the various channels that are available.

 

Specialised teams are mobilised behind the scenes as soon as a problem is detected. For example, the Infrastructure Maintenance Rapid Response Unit repairs railway infrastructure, the Rolling Stock Rapid Response Units rectify train faults, and the Infrastructure Engineering Control Centre uses its real-time monitoring and control system to integrate fault reporting centres that are located at depots across the railway network.

Caring Response

Since the end of 2013, volunteers from our Customer Service Support Team (CSST) have provided extra support to frontline staff during emergencies to ensure that all passengers receive caring service.

Listening and Responding

Since 2012, we have been coordinating service improvements across all areas of our business under the Listening•Responding programme. The initiatives launched under this programme have focused on providing more comfortable journeys, improving station access and facilities, and communicating service information to passengers.

Customer Service Teams

We pledge to respond to 99 per cent of written passenger enquiries within six working days. All legitimate enquiries are taken very seriously by senior managers from relevant business units. Occasionally, if we are not clear on the meaning or significance of an enquiry our customer service representatives will contact the customer concerned to ensure we have fully understood the situation.

Barrier-free Access

To ensure equal access for all members of our community, including the elderly and the disabled, our standard design manual contains specifications for barrier-free access facilities that go beyond Hong Kong regulatory requirements for our stations. For example, we strive to meet the needs of Hong Kong’s changing demographics by installing external lifts, wide gates, braille signs and other such facilities. We are also addressing the specific needs of people with disabilities by enhancing our communication with them.

Enhancing Mobile Communication

How can we take the “mass” out of the mass transit system? To answer this question, we have developed a range of mobile apps to provide real-time information to our customers, including train arrival information, immediate updates on service information for specific lines in the event of a long delay, and a virtual tour guide for visitors to Hong Kong.

 

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More information about the Listening•Responding programme can be found on our customer website.

 
 

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To learn more about the facilities available across our network, please refer to the barrier-free facilities search function on our customer website or to our MTR Mobile app.

 
 

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Please click on each of the following for more information about our apps: