ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT (CONTINUED)
6. VALUE CHAIN MANAGEMENT (Continued)
b.
Responsible Services
To deliver superior value to our customers, the management of the quality and reliability of our services is crucial. Customer feedback is actively sought and rigorous quality assurance systems are implemented to drive continuous performance.
Customer satisfaction surveys are carried out periodically across our business units. Thorough quantitative and qualitative analysis is carried out to devise strategies for improvement. 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.
The frequency and overall results of customer satisfaction surveys
Business Units
Harbour
Cruise - Bauhinia
Shipyard Operation
Dangerous
Goods Vehicular Ferry Services
Frequency
Weekly
For contract basis: Yearly
Twice a year
―
Satisfaction rate
95%
- For project basis: Each project
Over 96%
100%
Our high customer satisfaction rates can be attributed to our effective internal auditing and quality assurance process. The shipyard operations implement the ISO 9001:2008 standard, which governs our sound quality management system. A Service Evaluation Record seeks detailed client feedback, and is reviewed quarterly for non-contractual customers and
annually for contractual customers.
The Hong Kong Ferry Group also engages in delivering responsible services through the observation of intellectual property rights. At Harbour Cruise - Bauhinia, we respect music copyright laws and have paid music royalties under a Copyright Music Performance Licence Contract. We have also registered Harbour Cruise - Bauhinia as a trademark with the Trade Marks Registry, Intellectual Property Department.
At the Hong Kong Ferry Group, consumer data privacy is treated with the utmost care. Internally, policies assure database privileges and roles are set to each staff-user individually to prevent confidential data exposure. Digital locks protect database servers to prevent unauthorized access, while data masking technology secures some critical databases. With regard to external threats, Harbour Cruise Bauhinia employs SSL-encrypted connections to secure our web-based
online booking system.
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The Hong Kong Ferry Group has established strict protocols in handling all databases. For example, abnormal activity in all web servers can be detected through log files of all access activities, and remote access is strictly monitored and VPN protected. Backup tapes are password-protected, and log books account for their status. Fundamental security measures, such as anti-virus software and firewall systems, have also been installed.
Hong Kong Ferry (Holdings) Company Limited
Annual Report 2016
53
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