The Electrical and Mechanical Services Trading Fund (EMSTF) has been committed to providing customer-oriented services. To better understand clients’ needs and monitor our service delivery, we have commissioned an independent market research company to conduct the biennial Customer Opinion Survey (COS) in the fourth quarter this year. We believe that listening to clients’ views is the key to addressing their aspirations and establishing a long-term partnership with them.
In recent years, we have actively introduced I&T to meet the needs of our clients, through making extensive efforts in different areas to facilitate the research, development and application of I&T projects. For instance, since its launch in 2018, our E&M InnoPortal has successfully matched suitable I&T projects for clients, with more than 60 I&T solutions implemented.
Since the outbreak of COVID-19 early this year, the epidemic has been ravaging the city. In view of this, we promptly installed automatic body temperature monitoring systems for our clients, stepped up cleaning and disinfection of air-conditioning and ventilation systems, and converted general wards into negative pressure wards in government venues and hospitals. On the other hand, a dedicated webpage on the E&M InnoPortal was launched in February 2020 to publish I&T wishes for anti-epidemic applications. In a mere two weeks, more than 200 anti-epidemic solutions were received. A number of I&T projects on body temperature screening and environmental hygiene, which were successfully matched through the platform, have already been put in place, providing the community with timely support in the fight against the epidemic.
About 2 000 questionnaires were distributed to clients in the previous COS conducted at the end of 2018. The survey returned a record high score of 6.61 (out of 8) in the Customer Satisfaction Index. Based on the valuable feedback from our clients in the previous survey, the EMSTF has adopted targeted strategies and improvement measures. We hope that clients will continue to actively participate in the COS this year and offer insights into our performance in different areas for our service enhancement.