Our Service Pledge

The MTR Customer Service Pledge is agreed with the SAR Government on an annual basis and sets demanding quantitative targets across 16 service areas including train punctuality, reliability and cleanliness. Over the course of 2000, we achieved all our service pledges (including MTR train punctuality of 99.4%) and in the spirit of continual improvement, raised selected targets further. This year, we are pleased to report that MTR achieved all 12 of its 2001 pledges.


Customer Satisfaction

 

These very high levels of performance are reflected by the results of our regular customer surveys. On the basis of complaints received, 999,999.5 out of every one million passengers are satisfied with MTR's service.

Accessibility

We are striving to make our railways accessible to all our passengers - including the disabled, the elderly and people traveling with babies or small children. We have installed a range of facilities including tactile guide paths, audio induction loops, lifts and ramps (by which 70% of our platforms can now be reached), Braille route maps and bi-directional wide ticket gates. In 2001, the Hong Kong Physically Handicapped and Able-Bodied Association, an organization comprising people with disabilities, senior citizens and care providers, voted MTR as Hong Kong's "Most Barrier Free Public Transport Facilities." Details on special facilities for disabled passengers please click here.

2002 Target

To achieve the targets in MTR's 2002 Customer Service Pledges

 

 

<Code of Conduct> , <Our Staff>, <Community>

<Dialogue with External Stakeholders> , <Health and Safety> , <Human Rights>
 
Social and Environmental Targets for 2002 Environmental Performance in 2001 Sustainability Awareness Social Environment Economic Global Reporting Initiative Indicator MTR's Environmental Policy Opinion Statement Verification Statement Feedback Corporate Environmental Report 2000 The Environmental Matrix Introduction Chairman's Message Chairman's Message About MTR