Issue link: https://maltatoday.uberflip.com/i/612918
maltatoday, WEDNESDAY, 9 DECEMBER 2015 17 Events Events Informative HSBC Water Programme stickers at Mater Dei A student at the Archbishop Seminary in Rabat is assisted by his teacher as he applies one of the 1,500 stickers next to a water tap at the Mater Dei Hospital. The stickers bear an illustration encouraging water saving. They were sponsored by the HSBC Water Programme – Catch the Drop after two stu- dents from the same second- ary school proposed the use of informative stickers to raise awareness about water conser- vation. Mater Dei Hospital CEO Ivan Falzon and other HSBC of- ficials joined the occasion. Air Malta is scoring high on its customer surveys AIR Malta has surveyed over 10,000 customers to gauge their satisfaction levels in a new, simple, yet effective method, to under- stand real-time customer satisfac- tion levels. In these surveys the national airline is achieving one of the highest scores across various industries. Air Malta is one of the first or- ganisations in Malta to have in- troduced the Net Promoter Score (NPS). In contrast to traditional survey measures, NPS makes it possible to rectify issues fast rath- er than get to know about them months later. By then customers might have switched to a competi- tor. This score also helps to under- stand where priorities for devel- opment and investment should be and how to achieve loyalty and positive recommendations. Cus- tomers are viewed as key ambas- sadors for the organisation. Customers are surveyed online on one single question. They are asked to rate on a standard 0-10 scale the likelihood of recom- mending the company to a friend or colleague. Rating customers are classified in three categories: detractors, passives or promoters. The calculated NPS is an index de- ducting detractors from promoters (two highest scores) and can there- fore range from +100 (all promot- ers) to -100 (all detractors). Air Malta started measuring NPS this spring and now achieves an average score of +44, consid- ered to be in the top range across any industry including airlines. More than 10,000 customers have given their feedback and during the last week of October the air- line achieved a score of 54, which is an exceptionally good NPS. The airline intends to continue meas- uring this score to benchmark its performance. This score is also shared with employees and is part of the efforts to make customer focus an inte- gral part of the company culture. NPS is easy to understand and has become very popular within organisations. If a company has more detractors than promoters the score will be negative, and vice- versa. NPS provides companies with a simple and straightforward metric that can be used as motiva- tion for employees to improve and to provide the best customer expe- rience possible. One of the main objectives is to convert customers who were less than happy or unimpressed into promoters who will put the word out and allow for increased rev- enues and profits. This initiative is the foundation of a series of projects that Air Mal- ta launches in order to enhance the customer experience and to show that the airline Cares More. Visit www.airmalta.com, www. facebook.com/AirMalta for more information Christmas offers on add-ons to Telecareplus service EMCARE recently launched of- fers on a variety of its emCareHub add-on solutions aimed at peace of mind, accident prevention and maintaining one's independence within the home. These add-ons are connected to the Telecareplus service, which is provided by em- Care as part of the Telecare service, in collaboration with GO and the Government of Malta. For the coming weeks, until the end of January 2016, you can get one emCareHub add-on at a dis- count of 15% discount and two em- CareHub add-ons at a 20% special discount. These add-ons ensure individuals get the most out of the emCareHub solution by providing a more personalized service to ac- commodate the diversity of clients who have different requirements, depending on age, character and possible health conditions, among other factors. One of emCare's most popular add-ons, the 'On-Wrist Fall trigger' is specifically designed and devel- oped with the intention of automat- ically raising an alert to the 24/7 call centre when a fall is detected. Therefore, this solution is especial- ly useful for individuals who live on their own. The device also has an in-built panic button that can be manually pressed should the user require assistance or aid. Being wa- terproof, it is ideal for the common falls in the bath or shower. Moreover, the 'Intruder/Inactivity Alert' emCareHub add-on allows users to set the system to 'away' mode when they leave their prop- erty. The solution would then auto- matically warn the 24/7 call centre if an intruder attempts to enter the residence. This device may also act as an inactivity monitor by look- ing for movement within a defined time. The 24/7 call centre will again be alerted if the user has not moved within that period, for instance due to a fall or feeling unwell. In addition to the 'On-Wrist Fall trigger' and the 'Intruder/Inactiv- ity Alert', emCare offers a variety of other add-ons to help people who require additional care, such as elderly individuals, children and people with special needs, remain safe in their houses, far more than we normally think is possible. In all situations, as soon as the 24/7 call centre is alerted, all cases are handled efficiently, profes- sionally and safely by personnel who have been trained and ben- efit from a wealth of experience in determining what each situation requires. Learn more about emCare's solu- tions by visiting www.myemcare. com, phoning on 2142 4949 or vis- iting emCare's Facebook page at www.facebook.com/emcare360. IBAN only rule to take effect in February 2016 AS competent authority of the SEPA Regulation (EU) No 260/2012, the Central Bank of Malta would like to inform the public that as from 1 February 2016 the IBAN only rule will ap- ply for SEPA payments. This effectively means that a payer would no longer be re- quired to provide the BIC (Busi- ness Identifier Code, which is locally also referred to as the SWIFT Code) of the payee for both domestic and cross-border SEPA payments. Although the BIC can still be provided, this will not be mandatory and payers will only be required to provide the IBAN of the payee for the purpose of making a payment. To this effect, service provid- ers which support and/or use payment generating software are encouraged to ensure that printed and online forms used in the collection of data for SEPA payment processing are amend- ed accordingly, so that the provi- sion of the BIC does not remain mandatory. YOUR FIRST CLICK OF THE DAY www.maltatoday.com.mt Air Malta crew members