ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT (CONTINUED)
6.
VALUE CHAIN MANAGEMENT (Continued)
b.
Responsible Services
Assuring the quality and reliability of its services is at the heart of Hong Kong Ferry Group's values and commitments. To continuously enhance the service performance, the Group collects customers' views through a customer satisfaction survey.
Customer satisfaction surveys are conducted frequently to seek feedback from clients, results are gathered and analysed to review the Group's performance. During the reporting period, there were no product and service related complaints received by Harbour Cruise - Bauhinia, the Shipyard Operation and the Dangerous Goods Vehicular Ferry Services. Th Travel Operation received complaints from customers and considered each complaint very seriously by investigating each complaint and responded to our customers formally.
The frequency and results of customer satisfaction surveys:
Business Units
Frequency
Harbour Cruise –
Bauhinia
Shipyard Operation
Weekly
Satisfaction rate
Over 92%
Twice a year
Over 95%
Dangerous Goods Vehicular Ferry Services
Twice a year
Over 95%
Travel Operation
For each service
Over 85%
The Group's Travel Operation - HYFCO Travel Agency Limited has in place a dedicated data protection and privacy policy. All customer data is used solely for product promotions within the company and are not disclosed to any third party. A strong and reliable security system is also in place to safeguard the customer database, while the web-based online tour booking system is protected by the SSL encrypted connection between the company's web site and the client's web browser.
As for the advertising of the travel services and offers, customers have the option of choosing whether or not to receive promotional information during registration on the company's systems. This option is editable any time in the future.
Hong Kong Ferry (Holdings) Company Limited
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Annual Report 2015
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