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Service Performance

1823 Performance


Voice and Written Contacts Handling

 TargetJanuary 2021
No. of Voice Contacts 


No. of Written Contacts 


Calls Answered within 12 Seconds (Planning Target)>=80%82%
Call Abandoned Rate<10%2%
Customer Satisfaction (5-point scale)>=4.04.60
Average Call Handling Time 415 seconds

2021 January Voice and Written Contacts Chart: Voice Contact: 295244; Written Contacts: 4864




Case Profile

Enquiry Handling

 TargetJanuary 2021
No. of Enquiry Cases 


First Time Resolution of Enquiry>=95%99%


Complaint Handling

 TargetJanuary 2021
No. of Complaint Cases 


% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2021 January Case Profile Chart: Enquiry: 158618; Complaint: 29612; Others: 9526

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

Last update: 9 Feb 2021