Skip to main content

Customers

Performance Scorecard

In 2014, we achieved world-class levels of performance for Hong Kong rail services despite carrying more passengers as a result of providing additional train trips and the impact of public activities on the streets of Hong Kong during the second half of the year. Even though particular lines and stations, such as the Island Line and Sheung Wan Station, experienced significant increases in patronage, we responded by providing additional services and staff and maintained overall passenger journeys on time at 99.9 per cent.

The following table summarises the key performance indicators (KPIs) that we track for train service quality on our heavy rail network.

During 2014, there was a slight increase in the number of service disruptions lasting more than 31 minutes. These delays, which particularly affected passengers on the East Rail Line, raised public concern about our reliability. We moved swiftly to examine the reasons for these delays and, in the spirit of continuous improvement, we are making positive changes. These improvements have been communicated to passengers through various channels.

Customer Service Benchmarking

The overall performance of any metro system is impacted by many factors. In the case of Hong Kong, the high density of population living in close proximity to our railway network helps us to operate our services in a highly efficient way. Comparing the quality of train services provided by metro systems around the world, our Hong Kong heavy rail network performs well but there is still room for improvement. According to CoMET Benchmarking Results 2013, the most recent data available, we ranked fourth out of 12 participating metros on the KPI for passenger journeys on time.

 

Why Do We Participate in CoMET?

MTR Corporation participates in the Community of Metros (CoMET) programme, which collects data annually from large metro system operators around the world in order to compare performance and drive up standards across the industry. The data covers a number of important areas, including profitability, customer service and safety. The 2014 benchmarking exercise looked at data for 2013 for metro systems from 15 cities including Beijing, Berlin, Guangzhou, Hong Kong, London, Mexico City, Madrid, Moscow, New York, Paris, Santiago, Singapore, Shanghai, São Paolo and Taipei. Performance is measured across six categories, including growth and learning, customers, internal processes, safety and security, financial performance and environmental performance.

As the data covers several years, trends and best practices can be reliably tracked. This helps to identify which members of the group are improving their performance and to demonstrate the level of improvement that is achievable relative to other participants. Our participation in the programme allows us to share information about best practices, innovations and new technologies that will continue to raise the bar for best performance. Case studies help to raise awareness about management approaches and tools that are being deployed by metro operators around the world to achieve optimal performance.