Hong Kong Cable Television Limited ("CABLE TV"), the most watched pay TV operator in Hong Kong, announced today that it was awarded ISO 9001:2008 Quality Management System certification and ISO 10002:2014 Quality Management - Customer Satisfaction certification, covering its after-sales services and customer cases management, by SGS Hong Kong Limited. CABLE TV is the first pay TV operator in the territory attaining both certification standards.
Achieving the ISO 9001:2008 Quality Management System certification is an important milestone of CABLE TV in its journey to quality excellence. The certification recognizes its continuous efforts to improve service quality and to enhance customer experience. Over the past years, significant investment and effort has been spent on improving hotline services, on lifting installation and maintenance standards, and on simplifying customer experience when servicing for multiple products are demanded.
By adopting the most advanced practice from ISO 10002:2014 Quality Management - Customer Satisfaction, CABLE TV has deployed a robust customer cases management system to handle customer enquiries and complaints. With an easy-to-use complaint process well in place, CABLE TV has enhanced both its transparency and competitiveness to better address the needs and expectations of customers.
"CABLE TV places customer experience as our priority in every aspect of service operations. The ISO certification achievement demonstrates the Company's commitment on delivering quality excellence to our customers. We are going to make continuous investment in developing and enhancing this customer oriented service approach. We are confident that customers value our superior hotline, and installation and maintenance services for their home entertainment, when compared to what they can get from the evolving, and in general less sophisticated, Over-The-Top (OTT) experience," said Mr. Simon Yu, Vice President, Service Operations of CABLE TV (On the right).
"SGS is pleased to award ISO 9001 and ISO 10002 certificates to CABLE TV for their excellent performance in after-sales services and customer cases management. We believe an accountable corporation should place customers' needs as its primal concern. This is also the prerequisite corporate values that CABLE TV possesses to achieve these certifications, bringing unique and first class experience to the customers," said Mr. Ben Tsang, Senior Director of Certification and Business Enhancement (CBE), China and HK of SGS (On the left).