Customer Service Excellence Award 2025 Concluded Successfully MTR Crowned Grand Champion Among Over 100 Winners

HONG KONG SAR – Media OutReach Newswire – 15 May 2026 – The Hong Kong Association for Customer Service Excellence (HKACE) hosted the HKACE Customer Service Excellence Award Presentation Ceremony cum 26th Anniversary Celebration Luncheon last week at The Regent Hotel Hong Kong. Over 100 awards were presented to recognize outstanding customer service practitioners, with MTR Corporation named the Grand Award Champion as the highlight of the occasion.

Held under the theme “High Tech, High Touch – AI Empowers a New Era in Customer Service”, the event attracted more than 450 guests. The Honourable Algernon Yau, JP, Secretary for Commerce and Economic Development, graced the occasion as the Guest of Honour. The award presentation ceremony was also privileged to have The Hon Shiu Ka Fai, BBS, JP, Member of the National Committee of the CPPCC and Member of the Legislative Council; The Hon Perry Yiu, MH, JP, Member of the Legislative Council; together with representatives of professional associations who served as award presenters. Members of the award judging panels and customer service industry leaders also joined the celebration to recognize the outstanding achievements of the award winners.

Hon Algernon Yau: Government Injected HK$200 Million into BUD Fund to Support AI-driven Digital Transformation

In his opening address, The Honourable Algernon Yau, JP, noted that artificial intelligence was driving customer service into a new era, shifting from human-led operations to a model that integrates data analytics and intelligent systems. Mr Yau stressed that as technology advances, human warmth becomes increasingly precious. He emphasized that true excellence in customer service is built on a customer-centric foundation, requiring service professionals to integrate technology with empathy, sincere communication and personalized attention to achieve a balance of efficiency and human warmth.

“2026 marks the start of the planning and layout for the nation’s 15th Five-Year Plan, which prioritizes high-quality development, innovation-driven growth and the deep integration of the digital economy. Hong Kong is proactively aligning itself with the country’s development strategy, contributing its unique strengths to meet national needs. The services sector, in particular, must upgrade and transform. To help, the Hong Kong SAR Government has put HK$200 million into the Dedicated Fund on Branding, Upgrading and Domestic Sales (BUD Fund), offering targeted support for AI adoption and helping businesses transform digitally.” Mr Yau stated.

Derek Choi: 40% Surge in Applications Reflected High Competitiveness and Recognition of the Awards

Mr Derek Choi, Chairman of HKACE, said “the Customer Service Excellence Award 2025 received 220 applications – a significant 40% increase from the previous year – reflecting the industry’s growing emphasis on service quality. A total of 102 awards were presented, making the competition exceptionally fierce.”

“Participants had to be nominated by the member companies and submit a written proposal in the first round to be shortlisted among the five finalists for a panel interview,” Mr Choi explained. “An independent judging panel, composed of industry elites and academics, then determined the gold, silver, bronze, and merit award winners. This rigorous assessment process upheld the award programme’s standing.” Mr Choi also extended his heartfelt gratitude to all judging panel members, noting that their selfless dedication and strong support had contributed significantly to the credibility of the awards programme.

Customer Service Excellence Award 2025 Winners Unveiled: MTR Crowned Grand Champion

The Customer Service Excellence Award 2025 featured three main categories – Individual Awards, Team Awards and Programme Awards – alongside the Grand Award. MTR Corporation scooped a total of 15 awards, standing out among a strong field of competitors to be named Grand Champion. HKT Limited and The Hong Kong Jockey Club also secured the 1st Runner-up and 2nd Runner-up of the Grand Award respectively.

Other gold award winners included AIA International Limited, BMW (Hong Kong) Limited, Bank of China (Hong Kong) Limited, Cathay Pacific Airways, CLP Power Hong Kong Limited, Hong Kong Fire Services Department, Hongkong Post, and Industrial and Commercial Bank of China (Asia) Limited.

Appendix 1: List of Winners of the HKACE Customer Service Excellent Award 2025

Grand Award
Champion	MTR Corporation
1st Runner-up	HKT Limited
2nd Runner-up	The Hong Kong Jockey Club
Individual Award – Contact Centre Service Award
Gold	Bank of China (Hong Kong) Limited	Tse Mei Yee, Shirley
Silver	HKT Limited	Li Miu Hei, Annie
Bronze	AIA International Limited	Luk Kwong Lam
Merit	HKT Limited	Yeung Shuk Yi, Joe
Merit	The Kowloon Motor Bus Co. (1933) Ltd.	Wan Ka Hing, Tingo
Individual Award – Counter Service Award
Gold	BMW Concessionaires (HK)Ltd	Lai Ka Yui, Brian
Silver	CLP Power Hong Kong Limited	Lau Tik Fung, Oscar
Bronze	Bank of China (Hong Kong) Limited	Ng Ka Ling, Aimee
Merit	China Mobile Hong Kong Company Limited	Yeung Fong Chun, Frank
Merit	Sino Group – Citywalk 2 Management Company Limited
Individual Award – Field & Special Service Award
Gold	Hongkong Post	Hung Tsz Yin
Silver	Ngong Ping 360 Limited	Yip Ka Man, Carmen
Bronze	Shell Hong Kong Limited	Xia Min
Merit	Bank of China (Hong Kong) Limited	Luk Ka Chun, Paul
Merit	Cathay	Ardis Yeung
Individual Award – Frontline Service Award
Gold	Industrial and Commercial Bank of China (Asia) Limited	Kwan Shing Yan, Kelvin
Silver	Goodwell Property Management Limited	Wong Pui Ching, Rebecca
Bronze	MTR Corporation	Law Pak Hin, Hinson
Merit	The Hong Kong Jockey Club	Cheung Tsz Ching
Merit	Aviation Security Company Limited	Cheng Bing Lam
Individual Award – Internal Support Service Award
Gold	HKT Limited	Zheng Minsui
Silver	BOC Group Life Assurance Co. Ltd.	Ma Wing Sze, Sissy
Bronze	Cathay	Bianca Tang
Merit	AIA International Limited	Lyu Chen Yu
Merit	Airport Authority Hong Kong	Agnes Wong

Individual Award – Customer Service Training Award
Gold	HKT Limited	Law Kar Yan, Kannis
Silver	The Hong Kong Jockey Club	Brian Leung
Bronze	Cathay	Jennifer Lui
Merit	MTR Corporation	Chiu Tsz Ho, Ivan
Merit	H Properties Management (HK) Co. Ltd.	Yip Ching Ching, Janee
Individual Award – Customer Service Supervisor / Team Manager
Gold	Cathay	Michelle To
Silver	The Hong Kong Jockey Club	Miriam Hang
Bronze	MTR Corporation	Matthew Cheung
Merit	Ocean Park Corporation	Li Chi Kit, Henry
Merit	HKT Limited	Wong Lai Man, Ulysses
Individual Award – Top 5 Young Stars of the Year
	Cathay	Tedd Wong
	The Hong Kong and China Gas Co. Ltd.	Sham Fung Wa
	Hong Kong Tourism Board	Michelle Tam
	CLP Power Hong Kong Limited	Ng Oi Mei, Amy
	Ngong Ping 360 Limited	Yau Cheuk Ting, Anna
Team Award – Contact Centre Service Award
Gold	Bank of China (Hong Kong) Limited	Digital Hub
Silver	China Mobile Hong Kong Company Limited	Customer Contact Centre
Bronze	MTR Corporation	High Speed Rail Service Hotline
Merit	Cathay	Virtual Relationship Manager
Merit	HKT Limited	1O1O Outbound Contact Centre
Team Award – Counter Service Award
Gold	CLP Power Hong Kong Limited	Smart Energy@Tai Po
Silver	Bank of Communications (Hong Kong) Limited	Tai Po Branch
Bronze	The Hong Kong Jockey Club	Kowloon Bay, Telford Off-Course Betting Branch
Merit	MTR Corporation	ELEMENTS Concierge Service
Merit	Airport Authority Hong Kong	Customer Service Team & Terminal Duty Team

Team Award – Field & Special Service Award
Gold		Cathay			HKIA Rescue Team
Silver		The Kowloon Motor Bus Co. (1933) Ltd.			KMB Field Operations Support Team
Bronze		CLP Power Hong Kong Limited			CLP Green Studio Multi-Purpose Vehicle
Merit		Ngong Ping 360 Limited			Attractions & Entertainment Team
Merit		Airport Authority Hong Kong			Service Team of Airport Home Baggage Check-in
Team Award – Frontline Service Award
Gold		Cathay			Cabin Crew Team
Silver		The Hong Kong Jockey Club			Tuen Mun Town Plaza Off-Course Betting Branch
Bronze		HKT Limited			“Here to Serve” Team
Merit		MTR Corporation			East Rail Line Interfacing Team
Merit		Airport Authority Hong Kong			HKIA VIP Lounge and Government VIP Lounge Team
Team Award – Internal Support Service Award
Gold		AIA International Limited			Premier Agency Enquiry Team
Silver		MTR Corporation			Operations Data Studio
Bronze		HKT Limited			Operations Transformation Team
Merit		AXA China Region Insurance Company Limited			Customer Strategy and Insights Team
Merit		The Hong Kong Jockey Club			Retail – Racecourse Work Group
Team Award – Customer Service Training Award
Gold		HKT Limited			Consumer Business Group Training Team
Silver		AIA International Limited			Service Training and Knowledge Team
Bronze		MTR Corporation			MTR Learning & Training
Merit		Hong Kong Tourism Board			Visitor Services and Human Resources
Merit		ABC Pathways School			Training & Development
Programme Award – Customer Retention Award
Gold	MTR Corporation			Elderly Care Programme
Silver	CLP Power Hong Kong Limited			Power Connect
Bronze	HKT Limited			HKT Commercial SME Customer Retention Programme
Merit	The Hong Kong Jockey Club			Experience Diversity, Connect with CARE
Merit	Cathay			Cathay Million Miles Programme
Programme Award – Digital Transformation Award
Gold			MTR Corporation	MTR Smart Mobility: Digital Transformation for Travel Concession Schemes
Silver			CLP Power Hong Kong Limited	Digital Transformation for Hong Kong ‘s Largest Residential Peak Demand Management
Bronze			Airport Authority Hong Kong	Smart Passenger Security Screening System at Hong Kong International Airport
Merit			China Mobile Hong Kong Company Limited	AI+Service
Merit			Ngong Ping 360 Limited	“Delight Guests Always” – NP360 AI Assistant
Programme Award – Outstanding Customer Service Award
Gold			MTR Corporation	Kai Tak and Sung Wong Toi Stations Customer Experience Enhancement
Silver			Hong Kong Fire Services Department	“Old Friends” Home Visit Scheme
Bronze			Ngong Ping 360 Limited	Shining You Customer Service Program- Creating Muslim Friendly Attractions in Hong Kong
Merit			CLP Power Hong Kong Limited	CLP Community Watch & Care Service Pilot Programme
Merit			H Properties Management (HK) Co. Ltd.	Happy DNA: Happier Places, Happier People

Programme Award – People Development Award
Gold	Hong Kong Fire Services Department	Greater Bay Area Joint Emergency Response and Rescue Exercise “Liancheng – 2025”
Silver	Airport Authority Hong Kong	The Operation Officer Skill-based Salary Progression Scheme
Bronze	The Hong Kong Jockey Club	Racing Towards Excellence: Retail Succession Programme
Merit	MTR Corporation	Buddy Scheme for Newly Recruit Station Officer
Merit	Aviation Security Company Limited	Structured Customer Service Development Programme
Programme Award – Service Innovation Award
Gold	MTR Corporation	MTR Smart Mobility: Intelligent Crowd Diversion System for Kai Tak Sports Park
Silver	H Properties Management (HK) Co. Ltd.	Happy Moment
Bronze	BOC Group Life Assurance Co. Ltd.	5+1 Senses @ Service Centre
Merit	The Kowloon Motor Bus Co. (1933) Ltd.	Pet Bus Tour
Merit	HKT Limited	Transforming Service Experience – Wise
Programme Award – Employee Engagement Award
Gold	AIA International Limited	“Inside Out”
Silver	The Hong Kong Jockey Club	“HAPPI-D” Programme
Bronze	Ocean Park Corporation	Village Adventure
Merit	MTR Corporation	Know Our Customer Programme

This press release is issued by Passion PR Limited on behalf of the Hong Kong Association for Customer Service Excellence.
Hashtag: #HongKongAssociationForServiceExcellence #HKACE

The issuer is solely responsible for the content of this announcement.

About Hong Kong Association for Customer Service Excellence (HKACE)

Hong Kong Association of Customer Service Excellence (HKACE), a non-profit organisation, was established in February 2000 to represent more than 300,000 customer service practitioners in Hong Kong, the number of member companies has almost 50. The 9 founding member organisations are AIA International Limited, Cathay Pacific Airways Limited, Centaline Property Agency Limited, CLP Power Hong Kong Limited, HKT Limited, Hongkong Post, Shell Hong Kong Limited, Standard Chartered Bank (Hong Kong) Limited and The Hong Kong Jockey Club. They are committed to continuously improve themselves, to promote customer service culture with passion, leveraging on members’ synergy and professional expertise.

The Association initiated a multitude of industry awards and programmes over the years, including the “Customer Service Excellence Award”, “Young Service Stars Programme”, and the “Quality Customer Service Programme”. “Service Appreciation Programme” was first launched in 2013 to foster service appreciation culture. The Association aims to facilitate the sharing of managerial experiences among member organizations, encourage innovation, and elevate the competitiveness of Hong Kong’s service sector by rewarding high levels of customer service.

About Customer Service Excellence Award

In line with the mission to promote customer service excellence among members, the HKACE introduced the Customer Service Excellence Award program in 2001 with an aim of motivating customer service staff, recognizing outstanding performers and promoting a customer service culture with member companies.