2025 Customer Service Survey
As part of our continuous effort to enhance service quality, the Companies Registry conducts Customer Service Survey annually to collect opinions from customers.
2025, we commissioned an independent research agent to administer a more comprehensive customer service survey, allowing us to gain a deeper understanding of customers' experience and needs, thereby helping us enhance our services.
To measure customers' satisfaction level on our various services, a six-point scale ranging from "Extremely Satisfied" to "Extremely Dissatisfied" was used for respondents to rate our services.
The survey results show that 94.5% of respondents were satisfied with our overall service. Furthermore, 57.1% of respondents indicated that the services of the Registry had improved as compared to the previous year, with an additional 36.7% indicating that our service level had been maintained.
More details on the level of overall customer satisfaction, satisfaction ratings for individual service attributes and for our performance on pledged services are highlighted below.
(i) Level of Overall Customer Satisfaction
(ii) Satisfaction Ratings for Individual Service Attributes
(iii) Satisfaction Ratings for Performance on Pledged Services
Compared with the results of the 2024 customer satisfaction survey, the proportion of respondents rating our overall performance on pledged services as “Satisfied” or above has significantly increased from 75.3% in 2024 to 91.3% in 2025, representing a substantial increase of 16 percentage point.
Further details on year-on-year comparisons for individual pledged services are provided below.
