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Excellent Service Becoming a Winning Habit at HK Electric

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Excellent Service Becoming a Winning Habit at HK Electric

7 Dec 2016

HK Electric has been awarded the coveted "2016 Excellence Award" of the Mystery Shopper Programme, organised by the Hong Kong Retail Management Association (HKRMA), in recognition of the Company's excellent service to its customers.

The Company had received the "Service Retailers of the Year - Grand Award" in 2013 and 2015, and again excelled in the Mystery Shopper Programme (a specialised programme in evaluating service standards of service retailers) this year for earning the "Service Retailers of the Year - Retail (Services)" title for the sixth time in succession. This year, HK Electric attained the highest score among all participating brands for the second year running and won the highest honour of the programme – the "2016 Excellence Award.

Speaking after the presentation ceremony, HK Electric's Director of Operations, Mr. Yuen Sui-see, said being aware that its top-quality supply of electricity must, and should, be on a par with its service to customers, HK Electric had been committed to providing a dedicated service and had achieved total customer satisfaction with its continuous improvement in service.

He said he was delighted and encouraged to receive the honour, which he attributed to the Company's long-term commitment to service excellence and world class customer service standards.

"HK Electric upholds the vision of being 'Customer-focused', 'Service-oriented' and 'Serving with care' , and a high quality service standard has been well developed throughout the years," Mr. Yuen explained.

Through various training, knowledge management practices, seminars and focus group meetings, our team has been equipped with excellent skills and knowledge to better serve our clients and improve our service standards," he added.

The 18 pledged service standards of HK Electric cover major service areas, one of which is especially dedicated to enhancing the quality of counter service in Customer Centre. HK Electric pledged to limit average waiting time for counter services to less than 3.5 minutes. Not only did the Company accomplish that but even surpass all the standards last year with the hard work by the whole Company.

In all, a total of 155 brands participated in the Mystery Shopper Programme, a highly credible service performance benchmarking tool for retailers introduced by HKRMA in 1996.

Mr. Yuen Sui-see says (left) that HK Electric upholds the vision of being 'Customer-focused', 'Service-oriented' and ‘Serving with care’ in its customer service.

Mr. Yuen Sui-see (left) says that HK Electric upholds the vision of being 'Customer-focused', 'Service-oriented' and 'Serving with care' in its customer service.

With hard work by the whole Company, HK Electric has been awarded the "2016 Excellence Award" of the Mystery Shopper Programme.

With hard work by the whole Company, HK Electric has been awarded the "2016 Excellence Award" of the Mystery Shopper Programme.

With hard work by the whole Company, HK Electric has been awarded the "2016 Excellence Award" of the Mystery Shopper Programme.

With hard work by the whole Company, HK Electric has been awarded the "2016 Excellence Award" of the Mystery Shopper Programme.