11 Jul 2012
|The results of the first round of assessments in the 2012 Mystery Shopper Programme from February to May were announced at The Link Award Ceremony held on 3 July. Sixteen clusters showed a dramatic improvement in service, with around 90% of the shopping centres graded as “Good”, double the number of the last round.
The theme of the ceremony was “There’s no such thing as the best, but service can always be bettered”. Cluster 15 (Po Tat, Sau Mau Ping and Hiu Lai Shopping Centres) was presented with the Gold Award in the Best Managed Cluster Awards category for its performance in both facility management and customer service.
“There’s no such thing as the best, but service can always be bettered”
Comparisons were made among shopping centres of similar scale in the Hong Kong market. Shopping centres of The Link REIT ("The Link") not only ranked slightly higher, but also scored better in customer service.
The second round of assessment will include customer service for the disabled, which The Link has pioneered in similar programmes in the industry in Hong Kong. Representatives from Silence, an organisation serving people with hearing disabilities, were invited to the ceremony. Pao Suet Yi, Chairman of Silence, said, “I am glad to know that The Link will assess customer service for the disabled in the Mystery Shopper Programme. I believe that this will raise the community’s awareness of the needs of people with hearing disabilities, as well as others who are disabled as this will promote their integration into the society.”
George Hongchoy, Chief Executive Officer of The Link Management Limted, encouraged staff to demonstrate The Link’s Vision, Mission and Values. “Facing the increasing demand for service nowadays, we cannot stand still,” he said. “We must continue to provide quality service with “people-oriented” spirit.”
Gordon Wu, Head of Property Management and Operations, thanked all frontline and service contractor staff for their efforts and contributions to the continuous improvement of service levels. He was pleased to know that many shopping centres showed improvement in the Mystery Shoppers Programme.
Tenants and customers cheer on The Link staff
Customers and tenants from different districts attended the ceremony to cheer on the staff, while shopping centre supervisors from each Division shared memorable and touching customer service stories on stage. The most outstanding cases of customer service were judged according to the volume of the cheers by guests and staff. The feedback from customers is always the driving force for our outstanding service.