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SMART LINKS, LIVEABLE CITIES

Sustainability Report 2017

 

OUR CUSTOMERS

Our Customers

On our rail operations, we continue to serve more than 12 million passengers every weekday globally. The integrated nature of our property and railway services means that we interact with our customers throughout their days from morning commutes to evening entertainment and leisure activities. Our services have a profound impact on many people, therefore we are highly committed to providing quality and efficient services and a positive customer experience, making journeys more convenient and comfortable and keeping our tenants satisfied.

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99.9% Passenger journeys on-time in Hong Kong

99.9%

Passenger journeys on-time in Hong Kong

20 Interchange stations with breastfeeding facilities in Hong Kong

20

Interchange stations with breastfeeding facilities in Hong Kong

HK$2.6 billion+ Value of ongoing concessions and promotions provided in 2017

HK$2.6 billion+

Value of ongoing concessions and promotions provided in 2017

Our Customer Service Pledge reinforces our commitment to safe, reliable and efficient journeys for our customers. It is updated annually and posted on our customer website to inform our passengers of our ambitious quantitative targets across 15 areas of performance.

To ensure we fulfil our Pledge, we consistently work to enhance customer experience alongside our continuous asset upgrades. Providing a smooth and enjoyable ride for our customers is a primary objective which is achieved through caring service and technological solutions.

During peak periods, we have deployed additional station assistants to help manage crowds at major interchange stations and support customers who require special assistance. Keeping our customers informed in real-time through various means including new LCD information display systems and a range of mobile applications is an important aspect of our people-oriented service. In 2017, we enhanced our mobile applications adding new features such as chatbot, fast exit, and fare suggestions which provides details on the most cost-effective fare options. We are proud that our digital communication efforts resulted in MTR being selected by International Data Corporation as “Hong Kong Digital Transformer of the Year” and “Asia Pacific Digital Transformer of the Year”.

To make MTR journeys more safe and enjoyable, we launched the Travel Happily Every Day in the MTR campaign to highlight the importance of positive, safe and courteous behaviour for a pleasant and comfortable traveling experience. In an effort to realise an inclusive community, we strive to ensure accessibility for all members of our community through barrier-free access to our rail and property facilities.

Pedestrian Facilities to Tsz Wan Shan Area

To improve the walking environment and access to MTR Diamond Hill station, under the Shatin to Central Link project, MTR has undertaken pedestrian improvement works, comprising new pedestrian walkway systems. With the completion of the project, local residents in the Tsz Wan Shan area can enjoy more convenient connections to MTR Diamond Hill Station or around Tsz Wan Shan with barrier-free access.

Pedestrian Facilities to Tsz Wan Shan Area