Hongkong Post
The brand Hong Kong
GovHKTraditional ChineseSimplified Chinese

SearchSearchspa1Site Mapspa2Contact Us

Contact Us

January 2011

2010 Hongkong Post Customer Satisfaction Survey Form

Dear Customer,

Hongkong Post always strives to provide you with the quality service. As part of our effort to achieve continuous improvement, we welcome your comments and suggestions. Please share with us your views by completing this customer satisfaction survey form below and click "Submit".

Since it takes some time to process the survey form, should you require urgent assistance, please contact our General Enquiry Hotline at 2921 2222. For questions on the survey form, please feel free to contact us at 2921 2755.

As a token of appreciation, we will send you a small souvenir upon receipt of your survey form.

Thank you for your support and encouragement.

Customer Service Section
Hongkong Post

Please rate the services provided by Hongkong Post as listed below you have used in the past year.
Based on a 5-point scale, 5 represents "Extremely Satisfied" and 1 represents "Extremely Dissatisfied"

* Mandatory field which must be filled in

*1.0 Customer Type: Private/Residential
Business

1. Counter Service


*1.1 How often do you visit the post office? Once a day
Several times a week
Once a week
Once a month
Less than once a month
*1.2 The post office you visited most frequent:
 
  5=Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable

Quality of Service :

1.3 General postal services (e.g. buying stamps, sending mail, collecting mail, etc.)
1.4 PayThruPost bill payment service
1.5 Trade declaration service
1.6 Remittance service
1.7 Postshop shopping service

Overall Performance of Counter Staff :

1.8 Professional knowledge
1.9 Friendliness and courtesy
1.10 Proactiveness
1.11 Efficiency
1.12 Overall counter service performance :

2. Mail Delivery Service

2.1 The building and district where you receive mail : (Building) (District)
 
  5= Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable


Quality of Service :

2.2 Conscientiousness in handling mail
2.3 Accuracy in delivering mail

Overall Performance of Delivery Postman (General Delivery Service) :

2.4 Professional knowledge
2.5 Friendliness and courtesy
2.6 Proactiveness
2.7 Overall mail delivery service performance :

3. Speedpost / Local CourierPost Delivery Service

3.1 The building and district where you receive mail : (Building) (District)
 
  5= Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable


Quality of Service :

3.2 Conscientiousness in handling mail
3.3 Accuracy in delivering mail

Overall Performance of Delivery Postman (Speedpost / Local CourierPost Delivery Service) :

3.4 Professional knowledge
3.5 Friendliness and courtesy
3.6 Proactiveness
3.7 Overall Speedpost / Local CourierPost delivery service performance :

4. Stamps and Philately Service

 
  5=Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable


Quality of Service :

4.1 Local Standing Order Service
4.2 Stamp OnNet Service
4.3 Overseas philatelic product service (e.g. choice of countries, range of products, etc.)
4.4 Overall stamps and philately service performance :

5. Customer Service Hotlines

 
  5=Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable


Satisfaction with Customer Service Hotlines :

If you did not call respective hotline, please select "N/A"

5.1 General Service Enquiry Hotline (2921 2222)
5.2 Mail Tracing Hotline (2921 2211)
5.3 Hongkong Post Philatelic Bureau Hotline (2785 5711)
5.4 Speedpost / Local CourierPost Account Opening Hotline (2921 2277)
5.5 Speedpost / Local CourierPost Pick-up Hotline (2921 2266)
5.6 Speedpost / Local CourierPost Account Enquiry Hotline (2921 2248)

Overall Quality of Service of Hotlines:

5.7 Responsiveness in answering calls
5.8 Effectiveness in handling enquiries
5.9 Efficiency in handling enquiries


Overall Performance of Hotline Staff :

5.10 Professional knowledge
5.11 Friendliness and courtesy
5.12 Proactiveness
5.13 Overall customer service hotline performance :

6 Internet Service (www.hongkongpost.com)

 
  5=Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable
6.1 User-friendliness
6.2 Adequacy of information
6.3 Overall internet service performance

7. Overall Service

 
  5=Extremely Satisfied 1= Extremely Dissatisfied
  5 4 3 2 1 Not Applicable
*7.1 Hongkong Post's overall service performance



Compliment or Suggestion :

Your comments are welcome. All feedback will be used by Hongkong Post for reference and service enhancement only.

Compliment :

Do you have any suggestions / recommendations to help Hongkong Post provide better service?

Thank you for your valuable comments, we will take reference to your suggestions/ recommendations for internal review on service enhancement.
As a token of appreciation, a souvenir - magnetic bookmark will be sent to you upon receipt of the survey form. Please fill in below details for arrangement.

Please note that each household should submit one survey form only. Thank you for your cooperation.

Name: Mr. Mrs. Ms.
Corresponding Address : Room Floor Block
Building / Estate
Street Number / Street
District
*

If you would like Hongkong Post to reply, please "" the box and fill in the day time contact phone number or email address for further contact.

Need reply

Day Time Contact Phone Number:
Email Address:

Important Note : The personal data you provide in this Form will be used by Hongkong Post for the Customer Satisfaction Survey. This information may be used for the promotion of postal and stamp-related products or services which are offered by Hongkong Post. If you do not wish it to be used for this purpose, please "" the box.

You have the right of access and correction with respect to personal data as provided in sections 18 and 22 and Principle 6 of Schedule 1 of the Personal Data (Privacy) Ordinance. Your right of access includes the right to obtain a copy of your personal data as provided in this Form. For access and correction, please complete the Data Access Request Form (Pos 736) which is available at any post office.