ONMENTAL, SOCIAL AND GOVERNANCE REPORT (CONTINUED)
ALUE CHAIN MANAGEMENT Continued
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Restonsible Products and Services
Delivering quality and responsible products and services for our clients and customers is highly important in driving sustainable business growth. From quality assurance and customer satisfaction measurement to the protection of customer privacy and intellectual property rights, we enforced sound policies and systems to drive continuous improvement. During the reporting year, there were no reported cases of non-compliance with relevant laws and regulations.
Our ferry, shipyard and Harbour Cruise Bauhinia operations adopt the internationally recognised ISO 9001:2008 Quality Management Systems. Coupled with our effective internal auditing process, we are able to control the quality of the products and services we delivered across our diversified operations. The success can be measured by our customer satisfaction surveys which are carried out throughout the year across our business units. We also keep a Service Evaluation Record seeking detailed client feedback, which is reviewed quarterly for non-contractual customers and annually for contractual customers. Both the results of the surveys and detailed client feedback are analysed to help devise business strategy for better customer service. Regarding the two written complaints received during the reporting year, we actively engaged with the clients by setting up face-to-face meetings, and conducted discussions with our management and engineers to continuously identify opportunities for service enhancement.
The frequency and overall results of customer satisfaction surveys
Budiness Units
Frequency
Harbour Cruise
Bauhinia
Shipyard Operation
Dangerous Goods Vehicular Ferry
Services
Weekly
Contract basis: Yearly
Twice a year
Project basis: Each project
Satisfaction Rate
95%
97%
Contract basis: 100% Project basis: Above 95%
To treat customer data with utmost care and comply with all relevant laws and regulations, our Employee Internet and Email Use Policy provides guidelines for employees to operate Hong Kong Ferry Group's computer network in a safe and responsible manner, ensuring the integrity and confidentiality of the Company's network in safeguarding customer data.
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Hong Kong Ferry (Holdings) Company Limited Annual Report 2017
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