Ensuring services of value to customers

Redefining the concept of mass transit towards an enhanced customer-centric service

Communities depend on us for safe, reliable and efficient rail journeys. Our aim is to serve, anticipate and best fit our customers' needs.

We utilise the latest technology to provide commuters with all the information they want, when they want it. We bring together modern designs and the provision of enhanced facilities to make the everyday travel experience even more convenient and pleasant. We are also strengthening the capabilities of our people to better serve our passengers.

In 2012, we launched our Listening ¡E Responding programme to help us better understand and anticipate customers' changing needs. We set a clear objective to respond directly with improvements in those areas in which passengers have said they would like to see us do more and have since invested over HK$1 billion on train services enhancement, upgrading station facilities and strengthening passenger communications.

For instance, to make travel more convenient in peak and non-peak periods, we have added over 1,300 train trips per week across the railway network while still maintaining safety and our world-class 99.9% on-time performance. In addition, we have been implementing measures to provide better access, comfort and convenience to passengers through continuous enhancement of our station facilities. We are on course to meet our goal of having independent barrier-free access at 80 out of 83 existing full-time stations by 2016, and adding toilet facilities at busy interchange stations like Prince Edward and Mong Kok by 2015. We introduced new mobile apps and added enhanced functions to existing apps so that passengers receive timely and relevant information.

We are encouraged that passengers recognise and like what we have accomplished. We will continue to listen and respond, and work to anticipate our customers¡¦ future needs.