Hong Kong
The world's local bank
Pledge
The best service starts with an attentive and a speedy response to any contact, queries, or even complaints. List of selected Performance Pledges for reference.
| Product / Service | Standard Pick-up / Turnaround Time |
Achievement* | |
|---|---|---|---|
| Target | Actual | ||
| HSBC Premier | |||
| HSBC Premier MasterCard Customer Service Hotline | 15 sec | 90% | 66% |
| Credit Card Bonus Point Redemption | 3 working days | 90% | 100% |
| Credit Cards | |||
| Platinum Card Customer Service Hotline | 15 sec | 90% | 60% |
| Lost Card Hotline | 15 sec | 90% | 92% |
| Customer Correspondence (e-mail) | 2 working days | 90% | 92% |
| Mandatory Provident Fund (MPF) | |||
| MPF Hotline (for enrolled employers) | 15 sec | 85% | 71% |
| MPF Hotline (for enrolled employees) | 15 sec | 85% | 72% |
| Remittances | |||
| Telegraphic Transfer Application | same day | 99.50% | 100% |
| Complaint Handling | |||
| Acknowledgement | 2 working days | 90% | 95% |
| Resolution | 7 working days | 90% | 90% |
*Rolling 12 months up to May 2008
