| Mission |
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| To foster customer service excellence in Hong Kong and among members |
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| Objective |
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| 1. |
To share best customer service practices among members and with other service sectors in Hong Kong and overseas |
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| 2. |
To pursue continuous customer service improvement among members |
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| 3. |
To promote the benefits of customer-focused culture in Hong Kong |
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| 4. |
To establish and maintain relationship with service excellence providers and advocates |
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| 5. |
To act as catalyst of positive changes and improvements in Hong Kong service culture |
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| 6. |
To interface with the Government of the Hong Kong Special Administrative Region on customer service matters and research findings |
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| 7. |
To advise the Government of the Hong Kong Special Administrative Region on customer service issues |
