Customer Services in our Managed Properties
In our managed properties, we strive to provide facilities and services that meet and exceed our customers’ expectations.
To provide a high quality shopping experience for our customers, MTR Malls endeavours to improve on the facilities and services offered in our portfolio of shopping centres. Apart from offering a wide array of services to enhance customers’ comfort and convenience, including concierge, baby care rooms, in-mall breast-feeding facilities and barrier-free access, we continuously optimise our in-mall facilities to better cater for the needs of different types of users.
For continuous improvement and to sustain high quality customer services, we have been operating a self-initiated quality service programme called Total Service Assurance Regime across MTR Malls for over 12 years. This programme promotes good customer service practices and a consistent quality of service throughout our malls, including engaging our tenants through workshops as well as training and performance monitoring activities.
The outstanding performance of MTR Malls has been recognised in the various awards received in 2014, including Top Ten: My Favourite Shopping Mall in Hong Kong from Hong Kong Economic Times, and the Customer Caring Service Award and Luxurious Experience Shopping Centre Award in the Hong Kong Service Awards 2014 held by East West Magazine.