13 / 148
OPERATION REVIEW
Customer Centre were less than 9 seconds and 3.5 minutes
respectively. Customer commendations once again reached
a record high.
Listening carefully to customer feedback and acting on it is
central to creating authentic connections with customers.
To do this, HK Electric gathered data throughout the year
through a range of satisfaction surveys. In 2016 the average
satisfaction index after a service interaction was 4.5 on a
5-point scale. We also ran Mystery Shopper and Mystery
Caller programmes to gauge frontline performance and
benchmark ourselves against other organisations, with
encouraging results.
To address the needs of technology and mobile-savvy
consumers, the customer web portal was revamped,
incorporating smartphone and tablet friendly designs. We also
launched the Electronic Bill Presentment and Payment Service,
allowing customers to receive e-bill summaries and pay their
bills through internet banking. A QR code was incorporated
into e-bills to enable customers to pay conveniently at popular
convenience stores. Online accessibility was enhanced with
a webpage with important publications in eight regional
languages as well as a series of videos with sign language for
the benefit of those with hearing impairments.
Facilities at Customer Centre were refurbished to provide
better service for different customers in need. The
enhancement included a dedicated wheelchair friendly
counter and automatic door at building access.
ELECTRIC VEHICLES FOR A CLEANER
COMMUTE
The use and promotion of electric vehicles (EVs) have been
an important focus for HK Electric. 2016 saw a significant
increase in the broad-based use and promotion of EVs across
Hong Kong. To encourage and facilitate this trend, we
launched a series of initiatives including an online tool that
generates tailor-made preliminary proposals on the installation
of EV charging facilities at multi-storey buildings, real-time
updates on the occupancy of HK Electric’s charging stations
and a trial system to book slots at EV charging stations. During
the year, 39 buildings used the company’s services to install
charging infrastructure on their premises.
Free charging at HK Electric’s charging stations has been
extended to end 2017. The company’s EV standard charging
stations at Star Ferry Car Park and Tin Hau Car Park were
upgraded to medium charging stations with dual-mode
chargers in December 2016 to provide consumers with
shorter charging times. The other four EV standard charging
stations will also be upgraded progressively to quick charging
stations in 2017. Three new multi-standard quick charging
stations are being erected progressively in 2016/2017 to
further expand the quick charging network in Hong Kong.
HK Electric is committed to increasing its use of EVs to help
improve roadside air quality and we give priority to EVs when
expanding or upgrading our own fleet. At end of 2016, we
operate 107 EVs, representing over 37% of the fleet. EVs
accounted for 36% of the company’s total mileage during
the year, and helped reduce fuel consumption by 19% or
35,979 litres.
Convenient mobile payment options launched for the
convenience of tech-savvy customers.
The “Smart EV, Smart Charging” seminar encourages electric
vehicle use.
2016 ANNUAL REPORT
13