Building trust through reliability and quality
Customer satisfaction is high priority for the Group. The Group was the only corporation in Hong Kong to win the "Smiling Enterprise Outstanding Award" in 2016. This applauded frontline staff for adopting a particularly helpful and sincere attitude when serving customers during "mystery shopper" visits organised by the Mystery Shopper Service Association. The 24/7 online 3iChat customer interface uses emoticons to create a friendly rapport, while the eSelf-service initiative has blossomed into a swift, simple and good-natured customer experience. Outstanding eSelf-service performance won recognition from Marketing Magazine in the form of two titles from the Mob-Ex Awards scheme.
Enabling sustainable options
Research identifies IT infrastructure as a major source of energy consumption and GHG emission. However, cloud services provided by HGC optimise the way IT equipment is used in order to consume less space and energy. This helps the customers of the Group achieve greater energy efficiency than when running on-premise IT infrastructure. HGC’s cloud services grant customers access to equipment, networks and software, while reducing the negative impact on the environment by cutting GHG emissions and generation of hazardous waste when replacing equipment. HGC launched cloud services for consumer and corporate customers so they can operate more efficiently and sustainably.
Improving customer experience
The Group maintains a range of customer communications channels such as customer service centres, social networking pages and smartphone applications so that feedback can be acted upon. The Group treats customer feedback with due care and in a timely manner. In addition, customer complaints are handled efficiently and investigated to identify and rectify root causes. Records are kept as to how complaints are handled and whether any improvements resulted, with measures in place to review outcomes. The Group also fosters a culture of continuous improvement by benchmarking and publishing service performance details on a regular basis. Service levels are benchmarked according to performance pledges to customers and periodically published on the website of the Group.
Protecting our customers
Protecting consumers and safeguarding their privacy are top priorities. In addition to distribution of guidelines and handbooks, the Group issues periodic reminders to customer-facing employees, and runs workshops to emphasise the importance of protecting personal data.
During 2016, the Group was not aware of any incidents of non-compliance with laws or regulations that have a significant impact concerning health and safety, advertising, labeling and privacy matters relating to products and services and methods of redress.