1991 — Page 16

CHAIRMAN'S STATEMENT

主席報告

The first Customer Services Centre was set up in the New

Town Plaza shopping arcade in Shatin.

第一個乘客諮詢中心,設於沙田新城市廣場。

COMMITMENT TO SERVICE

The Company recognizes the increasing importance of customer satisfaction. Great efforts have been made to collect suggestions from our customers. Good suggestions are implemented as far as possible.

The views of the public are brought to our attention through a variety of channels. Company representatives attend Traffic and Transport Committee Meetings of various District Boards to listen to their suggestions on ways of improving services. Numerous visits have also been organized to allow District Board members and local officials to observe operations at our depots. The Passenger Enquiry Hotline is both a means of providing information to customers and a means of gathering

their views. During 1991 the number of hotlines was increased from 3 to 10 and the number of enquiries increased by 7.7% to 585,856. The Company cares

致力服務香港

本公司知道滿足乘客,是越來越重要一環。本公 司一直致力收集乘客的意見,並盡可能將有益之建 議,付諸實行。

本公司利用多個渠道收集市民意見。公司代表出席 多個區議會之交通及運輸委員會會議,以便聽取各 方面人士就如何改善服務而提出之意見。本公司亦 多次安排區議員及政府官員參觀車廠,藉以了解其 運作。本公司之乘客諮詢熱線除能為市民提供資料 外,亦能藉此收集彼等之意見。一九九一年內,熱 線數目已由三條增至十條,而接獲之查詢電話數目 亦上升百分之七點七,達五十八萬五千八百五十六 個。本公司非常重視乘客投訴,所有建議及投訴 均獲認真處理,並會盡快作出相應行動以矯正任何 不足之處。

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