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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - Feburary 2020
No. of Voice Contacts 619 879
No. of Written Contacts 67 730
Calls Answered within 12 Seconds (Planning Target)>=80%61%
Call Abandoned Rate<10%12%
Customer Satisfaction (5-point scale)>=4.04.51
Average Call Handling Time 427 seconds

2020 January to February Voice and Written Contacts Chart: Voice Contact: 619879 ; Written Contacts: 67730

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary - February 2020
No. of Enquiry Cases 141 389
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - February 2020
No. of Complaint Cases 60 716
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2020 January - February Case Profile Chart: Enquiry: 141289 ; Complaint: 60716; Others: 11409

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

Last update: 23 Mar 2020