Annual Report 2023

81 2023 Annual Report Transport International Holdings Limited In addition to continuously upgrading the hardware and software on buses, KMB has also enriched the customer experience through the introduction of additional non-bus services. Among them, to facilitate parcel collection, KMB proactively collaborated with a logistics company, pioneering the installation of self-service lockers at 35 bus termini in Kowloon and the New Territories. This enables our customers to conveniently collect packages before or after taking the bus. Furthermore, as the self-service lockers are available 24 hours a day, our customers can apply online to retrieve lost items from these lockers. KMB is committed to working hand in hand with customers to promote environmental protection and encourage more locals to Customer satisfaction and experience are fundamental to KMB’s business success. Therefore, enhancing the riding experience and meeting our customers’ needs are at the core of KMB’s operational strategy. We fully understand that our customers’ expectations of KMB extend beyond punctual arrivals, they also seek convenience and comfort while riding on our buses. Given this, KMB continuously assesses and implements various measures to meet our customers’ expectations. For example, efforts have been made to improve the seating design for the comfort of passengers in various seating postures. In addition, we also offer a variety of payment methods to accommodate passengers’ preferences. Through these efforts, our goal to enhance the riding experience of our customers, thereby attracting more people to use KMB services. Meanwhile, KMB actively seeks additional sources of non- farebox revenue. We have introduced more value-added services, such as self-service lockers at bus termini and convenience stores at bus-bus interchanges. These services not only provide convenience for our customers but also attract advertisers, partners, and sponsors to engage in relevant collaborative projects. By offering better bus services and facilities, we aim to attract more partners and further widen KMB’s revenue sources. These efforts will create more value for our customers and contribute to KMB’s sustainable development. We firmly believe that these efforts will not only enhance customer satisfaction but also reinforce KMB’s leading position in Hong Kong’s public transport services. In the future, KMB will continue to pursue improvement and innovation, aiming to provide our customers with high quality, convenient, and comfortable riding experience. Joseph Leung, KMB Finance Director use public transportation, thereby collectively improving the environment. To this end, we have launched a “Green Rewards Programme”, in which passengers can earn an extra one club1933 point when they ride on our buses with solar panels. Also, we have launched our own electronic wallet called “eCoin Wallet”, allowing passengers to earn club1933 points by taking KMB buses or playing games in the app1933 game room. These points can be redeemed for “eCoins”, which can be used to pay for bus fares or exchange for other gift rewards. This not only enables customers to contribute to environmental protection but also provides them with a more cost-effective riding experience.