Service Pledge
Service Pledge
At Apple Storage, we uphold the philosophy of “From Our Heart to Your Peace of Mind.” With a customer-centric core, we have established rigorous service standards and consistently exceed our promises through measurable performance.
Customer Inquiry Handling
| Item | Service Standard (Office Hours) | 2025 Performance |
|---|---|---|
| Hotline Support | 24/7 Live Agent | ✓ |
| Hotline Answer Rate | 95% | 98% |
| Online Inquiry Response | Within 45 minutes | Within 30 mins (Avg.) |
| Billing Inquiries | Within 1 working day | ✓ |
| Payment Confirmation | Within 1 working day | ✓ |
| Smart Card Replacement | Arranged within 1 working day | ✓ |
Leasing Services
| Item | Service Standard (Office Hours) | 2025 Performance |
|---|---|---|
| Tour Appointment | Arranged within 1 working day | ✓ |
| Quote / Contract Preparation | Within 1 working day | ✓ |
| Storage Unit Move-in | Same-day arrangement | ✓ |
*Note: Excludes cases awaiting customer decisions, documents, or insufficient information.
Complaint Resolution
| Item | Performance Indicator (Office Hours) | 2025 Performance |
|---|---|---|
| Verbal Complaints | Phone notification within 4 hours | ✓ |
| Written Complaints | Written acknowledgment within 1 working day | ✓ |
| General Complaints | Resolved within 3 working days | ✓ |
Customer Feedback
| Item | Performance Indicator | 2025 Performance |
|---|---|---|
| Customer Surveys | 4 times per year | 4 times |
| Mystery Shopper Evaluations | 4 times per year | 4 times |
| Mystery Shopper Score | 90 points | 91 points |
Note: Based on annual average results from third-party surveys.
Customer Satisfaction
| Item | Performance Indicator | 2025 Performance |
|---|---|---|
| Service Satisfaction | 90% | 98% |
| Facility Environment | 90% | 98% |
| Maintenance & Repair | 90% | 99% |
*Note: Based on existing customer survey reports (annual average).
Employee Training & Recognition
| Item | Performance Indicator | 2025 Performance |
|---|---|---|
| Internal Corporate Training | Twice per year | ✓ |
| New Staff Onboarding | 30-day intensive training | ✓ |
| Frontline Staff Training | 6 times per year | ✓ |
| Outstanding Employee Awards | Annually | ✓ |
How We Deliver on Our Promises
Transparency & Clarity
We publicly disclose all service standards, processes, and fees, ensuring our customers have a clear understanding and total peace of mind.
Third-Party Audits
We conduct regular customer surveys and commission independent mystery shopper audits to monitor frontline performance and reflect our true service level.
Professional Certification
We strictly follow the HKRMA (Hong Kong Retail Management Association) Quality Service Certification standards and have been recognized by the industry for many consecutive years.