| Service Rendered | Measure Standard | Target |
|---|---|---|
| Answering telephone calls | ||
| Within 3 ringings | 90% | |
| Handling complaints | ||
| Verbal Complaint | Acknowledgment: Within 2 working hours | 85% |
| Solution offered: Within 2 working days after receipt of complaint | 80% | |
| Written Complaint | Acknowledgment: Within 1 working day | 95% |
| Solution offered: Within 2 working days after receipt of complaint | 75% | |
| Response to enquires | ||
| Verbal enquires | Within 4 working hours | 90% |
| Written enquires | Within 2 working days | 90% |
| Preparation of sales quotation/contract after receiving requests | ||
| *Pro AV Products (except tenders/project) | Within 3 working days | 75% |
| Other Products | Within 2 working days | 90% |
| Preparation of confirmation letter after receiving signed quotation | ||
| Within 2 working days | 95% | |
| Making customer appointment | ||
| OA & Telecom products | Within 1 working day | 90% |
| **System products | Within 2 working days | 90% |
| Lead time for delivery after order confirmation(with stock available) | ||
| Office furniture | within 7 working days | 90% |
| Other products | Within 3 working days | 80% |
| (Service standards are not applicable to customers residing on Outlying Islands.) | ||
| Lead time for installation after delivery (except tenders/projects) | Within 2 working days | 95% |
| Lead time for replacement of goods after confirmation (with stock available) | ||
| Large-size copiers and office furniture | Within 4 working days | 70% |
| Other Products | Within 3 working days | 70% |
| Lead time for on-site demonstration after installation (except tenders/projects) | ||
| Within 2 working days | 95% | |
| Lead time for on-site repair service | ||
| During next working day | 90% | |
| Showroom Services | ||
| Greeting and service clarification | Within 1 minute | 95% |
| Other services | within 5 minutes | 95% |
Remarks:
*including professional audio-video equipment, CCVE, PA systems, LL & intercom products and Teleconferencing systems
**including professional audio-video equipment, CCVE, PA systems, LL & intercom products, Teleconferencing systems and office furniture
