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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJan - Jun 2021
No. of Voice Contacts 2 358 932
No. of Written Contacts 261 211
Calls Answered within 12 Seconds (Planning Target)>=80%75%
Call Abandoned Rate<10%8%
Customer Satisfaction (5-point scale)>=4.04.55
Average Call Handling Time 450 seconds

2021 January - June Voice and Written Contacts Chart: Voice Contact: 2358932; Written Contacts: 261211

 

 

 

Case Profile

Enquiry Handling

 TargetJan - Jun 2021
No. of Enquiry Cases 1 154 208
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJan - Jun 2021
No. of Complaint Cases 265 716
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2021 January - June Case Profile Chart: Enquiry: 1154208; Complaint: 265716; Others: 64011

The data of 1823 Service Requrests and Performance is now available in Data.gov.hk. Please click herefor details.

Last update: 12 Jul 2021