Customer Satisfaction MTR has an effective system to facilitate communication with members of the general public. MTR pledges to respond to written complaints, concerns and enquiries within three working days of receipt. There were 567 written complaints and suggestions were submitted to MTR in 2002. We achieved 99.8% compliance with our response time target. Case Study: MTR Hotline	People Introduction Code Of Conduct Core Values Customers MTR's Service Pledge Safety Accessibility Customer Satisfaction Shareholders Staff Human Rights Community Government Progress Against 2002 Targets