HKACE Customer Service Excellence Award 2025 - Winners
The Hong Kong Association for Customer Service Excellence (HKACE) proudly celebrated the outstanding achievements of all winners of the Customer Service Excellence Award 2025 on 5 May 2026. After an intensely competitive process involving 220 applications competing for just 102 awards, each recipient demonstrated exceptional skills, dedication and responsiveness throughout the assessment period. Heartfelt congratulations go to the Grand Award Champion, MTR Corporation, together with all winners across the Individual, Team, Programme and Grand Award categories.
Our deepest gratitude also extends to the independent judging panel members, comprising industry elites and academics, for their dedication and unwavering support throughout the assessment period, which has safeguarded the credibility and recognition of the award programme.
Grand Award
Champion
MTR Corporation
First Runner-up
HKT Limited
Second Runner-up
The Hong Kong Jockey Club
Individual Award
Bank of China (HK) Limited
Tse Mei Yee, Shirley
HKT Limited
Li Miu Hei, Annie
AIA International Limited
Luk Kwong Lam
HKT Limited
Yeung Shuk Yi, Joe
The Kowloon Motor Bus Co. (1933) Ltd.
Wan Ka Hing, Tingo
BMW Concessionaires (HK) Ltd.
Lai Ka Yui, Brian
CLP Power Hong Kong Limited
Lau Tik Fung, Oscar
Bank of China (HK) Ltd.
Ng Ka Ling, Aimee
China Mobile Hong Kong Company Limited
Yeung Fong Chun, Frank
Sino Group – Citywalk 2 Management Company Limited
Cathay
Michelle To
The Hong Kong Jockey Club
Miriam Hang
MTR Corporation
Matthew Cheung
Ocean Park Corporation
Li Chi Kit, Henry
HKT Limited
Wong Lai Man, Ulysses
HKT Limited
Law Kar Yan, Kannis
The Hong Kong Jockey Club
Brian Leung
Cathay
Jennifer Lui
MTR Corporation
Chiu Tsz Ho, Ivan
H Properties Management (HK) Co. Ltd.
Yip Ching Ching, Janee
Hongkong Post
Hung Tsz Yin
Ngong Ping 360 Limited
Yip Ka Man, Carmen
Shell Hong Kong Limited
Xia Min
Bank of China (HK) Ltd.
Luk Ka Chun, Paul
Cathay
Ardis Yeung
Industrial and Commercial Bank of China (Asia) Limited
Kwan Shing Yan, Kelvin
Goodwell Property Management Limited
Wong Pui Ching, Rebecca
MTR Corporation
Law Pak Hin, Hinson
The Hong Kong Jockey Club
Cheung Tsz Ching
Aviation Security Co. Ltd.
Cheng Bing Lam
HKT Limited
Zheng Minsui
BOC Group Life Assurance Co. Ltd.
Ma Wing Sze, Sissy
Cathay
Bianca Tang
AIA International Limited
Lyu Chen Yu
Airport Authority Hong Kong
Agnes Wong
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
Bank of China (HK) Ltd.
Digital Hub
China Mobile Hong Kong Company Limited
Customer Contact Centre
MTR Corporation
High Speed Rail Service Hotline
Cathay
Virtual Relationship Manager
HKT Limited
1O1O Outbound Contact Centre
CLP Power Hong Kong Limited
Smart Energy@Tai Po
Bank of Communications (Hong Kong) Limited
Tai Po Branch
The Hong Kong Jockey Club
Kowloon Bay, Telford Off-Course Betting Branch
MTR Corporation
ELEMENTS Concierge Service
Airport Authority Hong Kong
Customer Service Team & Terminal Duty Team
HKT Limited
Consumer Business Group Training Team
AIA International Limited
Service Training and Knowledge Team
MTR Corporation
MTR Learning & Training
Hong Kong Tourism Board
Visitor Services and Human Resources
ABC Pathways School
Training & Development
Cathay
HKIA Rescue Team
The Kowloon Motor Bus Co. (1933) Ltd.
KMB Field Operations Support Team
CLP Power HK Ltd.
CLP Green Studio Multi-Purpose Vehicle
Ngong Ping 360 Limited
Attractions & Entertainment Team
Airport Authority Hong Kong
Service Team of Airport Home Baggage Check-in
Cathay
Cabin Crew Team
The Hong Kong Jockey Club
Tuen Mun Town Plaza Off-Course Betting Branch
HKT Limited
“Here to Serve” Team
MTR Corporation
East Rail Line Interfacing Team
Airport Authority Hong Kong
HKIA VIP Lounge and Government VIP Lounge Team
AIA International Limited
Premier Agency Enquiry Team
MTR Corporation
Operations Data Studio
HKT Limited
Operations Transformation Team
AXA China Region Insurance Company Limited
Customer Strategy and Insights Team
The Hong Kong Jockey Club
Retail – Racecourse Work Group
Programme Award
MTR Corporation
Elderly Care Programme
CLP Power Hong Kong Limited
Power Connect
HKT Limited
HKT Commercial SME Customer Retention Programme
The Hong Kong Jockey Club
Experience Diversity, Connect with CARE
Cathay
Cathay Million Miles Programme
MTR Corporation
MTR Smart Mobility: Digital Transformation for Travel Concession Schemes
CLP Power Hong Kong Limited
Digital Transformation for Hong Kong ‘s Largest Residential Peak Demand Management
Airport Authority Hong Kong
Smart Passenger Security Screening System at Hong Kong International Airport
China Mobile Hong Kong Company Limited
AI+Service
Ngong Ping 360 Limited
“Delight Guests Always” – NP360 AI Assistant
AIA International Limited
“Inside Out”
The Hong Kong Jockey Club
“HAPPI-D” Programme
Ocean Park Corporation
Village Adventure
MTR Corporation
Know Our Customer Programme
MTR Corporation
Kai Tak and Sung Wong Toi Stations Customer Experience Enhancement
Hong Kong Fire Services Department
“Old Friends” Home Visit Scheme
Ngong Ping 360 Limited
Shining You Customer Service Program- Creating Muslim Friendly Attractions in Hong Kong
CLP Power Hong Kong Limited
CLP Community Watch & Care Service Pilot Programme
H Properties Management (HK) Co. Ltd.
Happy DNA: Happier Places, Happier People
Hong Kong Fire Services Department
Greater Bay Area Joint Emergency Response and Rescue Exercise “Liancheng – 2025”
Airport Authority Hong Kong
The Operation Officer Skill-based Salary Progression Scheme
The Hong Kong Jockey Club
Racing Towards Excellence: Retail Succession Programme
MTR Corporation
Buddy Scheme for Newly Recruit Station Officer
Aviation Security Co. Ltd.
Structured Customer Service Development Programme
MTR Corporation
MTR Smart Mobility: Intelligent Crowd Diversion System for Kai Tak Sports Park
H Properties Management (HK) Co. Ltd.
Happy Moment
BOC Group Life Assurance Co. Ltd.
5+1 Senses @ Service Centre
The Kowloon Motor Bus Co. (1933) Ltd.
Pet Bus Tour
HKT Limited
Transforming Service Experience – Wise
Media Coverage
To learn more about the 2025 award programme, the success stories of our winners, and the award presentation ceremony, please check the latest coverage: