- For annual performance, please refer to our Sustainability Report 2019.
Delivering Excellent Customer Service
We understand that our operations are closely linked to the daily lives of our customers. To meet their needs and expectations, we have committed to providing quality, safe and reliable services by implementing a number of internal policies and mechanisms along with setting targets to ensure our customers can enjoy the service level they expect to receive from us.
Our Service Pledge is an integral part of our customer service approach for operating and maintaining a safe, reliable and efficient mass transit network. Our Pledge is updated annually and our performance is published on a quarterly basis in the MTR Service Newsletter to ensure that our customers are well informed about our initiatives, performance metrics and targets across 15 service areas including train punctuality, service and facility reliability, cleanliness and customer response.
In addition to our Service Pledge, we established our Customer Experience Management Model in 2015, which includes end-to-end journey mapping exercises and regular customer user group meetings to collect feedback on our initiatives and customer needs. Our Customer Experience Development Section works to further our understanding of customer needs and to develop strategies to continue improving our services. To ensure consistency and continuously improve our service quality, our operating railway has been certified under the ISO 9001:2015 quality management standard.
In case of incidents that lead to service disruptions, we have proper procedures in place to respond to situations quickly and appropriately. When there are train service disruptions, our Customer Service and Revenue Protection Unit works with our station staff to provide timely information about the situation and updates on train services for those who may be affected. Under serious service disruptions, complimentary shuttle bus services may be arranged to transport affected customers to the nearest MTR station to minimise the impact of the incident on their journey. We have also established a Customer Service Support Team (CSST), consisting of volunteer staff members from different departments, to provide extra support to frontline staff during service disruptions and all team members are trained with the necessary skills to handle these situations. Effective communication is done through multiple channels, including announcements inside MTR premises, the media, online traffic news through the MTR Mobile app which is also connected to Citymapper to provide information on alternative transport options during service disruptions.
Behind the scenes, specialised teams are mobilised to restore normal service operations promptly. These specialised teams are responsible for different aspects of our railway network, for example, the Infrastructure Maintenance Rapid Response Unit repairs railway infrastructure, the Rolling Stock Rapid Response Units rectifies train faults and the Infrastructure Engineering Control Centre uses real-time monitoring and control systems to integrate fault reporting centres located at depots across the railway network.
MTR endeavours to provide a high level of service where we listen to and address customer concerns. In addition to approaching on-duty station staff, customers may contact us with enquiries, suggestions or comments through various communication channels. For example, customers may reach us by phone via the MTR hotline. Customers may also write to our Corporate Affairs Division or submit online feedback through our website. It is our internal pledge to respond to at least 99% of these enquiries within six working days.
In line with the highest standards of business ethics, we strive to adhere to fair marketing principles, providing factual and unbiased information for our stakeholders and exercising fair and unequivocal contractual practices in our supply chain. We respect the principles of fairness, impartiality and integrity in all locations where we do business and treat our customers honestly and objectively to avoid misrepresentation, exaggeration or overstatement.
We conduct regular customer research programmes to keep abreast of emerging service needs and develop improvement plans to enhance user experience. Our aim is to ensure that every ride with MTR is a pleasant and amiable journey.
We make use of technological solutions to provide high-quality services and keep our customers well-informed. In addition to the LCD information display systems on station platforms, we have developed a variety of mobile apps to supplement existing services and facilities. The MTR Mobile app allows passengers to plan their journeys easily and effectively, while our MTR Malls and Elements Mall apps include features such as shop directories, promotions, and exclusive rewards programmes of respective properties for our customers.
To build upon our service quality and customer convenience initiatives, we look to enhance the travel experience by including vibrant art installations in our station concourses and platforms to provide a stimulating and inspiring journey.
We carefully plan the growth of our network through new projects and maintain our existing infrastructure by upgrading our assets over time. The Asset Management Manual used by the Operations Division outlines system requirements for asset management in alignment with best practices. Our internal asset management system, RailASSURE, offers details on equipment management, work management, maintenance planning, budgets, and analysis and is certified under the ISO 55001:2014 asset management system standard.
We have identified ageing population as a megatrend we need to consider for the future of our railway operations and property businesses. Anticipating a significant increase in the percentage of elderly passengers within our customer demographic by 2030 and beyond, a cross-divisional taskforce has been established to explore and respond to their specific needs.
To ensure ease of access to our facilities for all customers, we are looking beyond the Hong Kong regulatory requirements to provide barrier-free facilities in our stations, trains and properties. We have installed a range of fit-for-purpose and accessible facilities for the elderly, passengers with disabilities and those who need barrier-free access such as passenger lifts or ramps, wheelchair aids, wide gates, braille signs, tactile station layout maps, guide paths, and dynamic route maps to assist people in need.
While all newly planned stations will be designed with babycare rooms, we have made available breastfeeding areas at 23 of our interchange stations to provide a more comfortable environment for mothers to nurse their babies. For stations without a designated breastfeeding area, private rooms can be arranged through our station staff. We continue to explore the provision of breastfeeding areas in existing stations where possible.
Our customer education campaigns are a vital part of our continuous development for a safer and more pleasant MTR experience for all. Through various courtesy campaigns we aim to promote positive passenger behaviours for a more comfortable experience throughout our network.