Impactful Customer Experiences

Improving Customer Experience & Satisfaction

Every instance of customer engagement is an opportunity to make a positive impression on how our brand and services are experienced. For this reason, we are constantly leveraging new digital technologies – from our user-friendly online platforms to the My HKBN mobile app – to provide our residential and enterprise customers with the kind of fast, personalised attention they deserve.

At the same time, we offer self-service tools that provide residential customers with the flexibility to choose the help options they prefer for a variety of common connectivity problems. For our enterprise customers, we have dedicated account servicing executives who handle any problems they may encounter.

Listening to Customers

Customer feedback plays an important to help us continuously improve our services.

Following every contact with our residential and enterprise team – from on-site interactions with our service engineers to queries seeking help online or via our hotline – customers are asked to rate the level of their satisfaction. Whenever a low score is given, our team leaders will contact the customer to learn why, and if necessary, carry out follow-up actions to rectify or improve the experience.

Besides surveys, we regularly conduct mystery shopper and promoter booth assessments to help us evaluate and improve the performance of our services.

Selling Responsibly

Doing business the right way means we are committed to being fair and transparent about our sales and marketing practices. Our policies and procedures ensure that marketing materials are compliant with the relevant laws and regulations, including the Trade Descriptions Ordinance in Hong Kong. For added assurance, we make sure that all marketing materials are vetted and approved by HKBN’s legal and/or senior management teams before they are allowed to engage consumers.