Our Group has been serving Hong Kong for many years. We provide one-stop professional & safety service, and have established multiple performance pledge. Including service quality standards, regular customer satisfaction surveys and random mystery shopper inspections to provide our customers with an excellent customer service experience, allowing you to easily solve your problems.
All of our branch use intelligent cards for 24-hour self-service access. We also provide diverse value-added facilities such as recreational area, Wi-Fi, and packaging tools. Regularly cleaned and treated for pests by dedicated personnel, allowing you to experience the most comfortable environment.
Comprehensive Storage Service
Service Standards
A series of high transparency service standards are in place to ensure service quality and operational excellence, exceeding customer expectations
| Customer Service | Service Standard (during office hours) | Actual Performance 2023 |
|---|---|---|
| Customer service hotline | 24/7 live operator answering | |
| Customer service hotline (answering rate) |
Over 95% | 98% |
| WhatsApp response time | Within 45 minutes | < 30mins |
| Accessing billing information | Within 1 working day | |
| Payment confirmation | Within 7 working days | |
| Smart card replacement | Within 1 working day (Arrangement) |
| Rent related | Service Standard (during office hours) # | Actual Performance 2023 |
|---|---|---|
| Reserve for visit | Within 1 working day (Arrangement) | |
| Issue quotation / contract | Within 1 working day (Arrangement) | |
| Rent a mini storage | Within the same day (Arrangement) | |
| #No applicable to the circumstances of insufficient information provided by customers, unreachable customers, awaiting customers' decision | ||
| Complaints Handling | Service Standard (during office hours) | Actual Performance 2023 |
|---|---|---|
| Verbal complaint | Acknowledgment: Within 4 hours | |
| Written complaint | Acknowledgment: Within 1 working day | |
| Other complaint | Within 3 working days |
| Customer feedback | Service Standard | Actual Performance 2023 |
|---|---|---|
| Existing customer survey | 4 times per year | |
| Mystery shopper assessment | 4 times per year # | |
| Score of mystery shopper assessment | Over 90 marks ## | 91 marks |
| #commission an independent agency - MPEG (HK) Limited | ||
| ##based on annual average score of mystery shopper assessment | ||
| Customer satisfaction | Service Standard | Actual Performance 2023 |
|---|---|---|
| Service satisfaction | Over 90% customer satisfied * | 98% |
| Repair satisfaction | Over 90% customer satisfied * | 98% |
| Environment satisfaction | Over 90% customer satisfied * | 99% |
| *based on annual average satisfaction rate of existing customer survey | ||
| Professional Training / election | Service Standard | Actual Performance 2023 |
|---|---|---|
| Corporate training | 2 times per year | |
| On-board staff training | 30 days | |
| Frontline staff training | 6 times per year | |
| Back office staff training | 6 times per year | |
| Outstanding staff election | 1 times per year |
Quality Service Recognition
We provide an excellent customer service experience in accordance with the Hong Kong Retail Management Association's (HKRMA) 'Three Categories and Seven Touchpoints' quality service certification, which includes staff grooming, store environment, staff assistance, product knowledge and sales skills, staff attitude and initiative…
