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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - December 2022
No. of Voice Contacts 6 472 280
No. of Written Contacts 712 147
Calls Answered within 12 Seconds (Planning Target)>=80%61%
Call Abandoned Rate<10%9%
Customer Satisfaction (5-point scale)>=4.04.52
Average Call Handling Time 522 seconds

2022 January - December Voice and Written Contacts Chart: Voice Contact: 6472280; Written Contacts: 712147

 

 

Case Profile

Enquiry Handling

 TargetJanuary – December 2022
No. of Enquiry Cases 2 177 539
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary – December 2022
No. of Complaint Cases 517 038
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2022 January - December Case Profile Chart: Enquiry: 2177539; Complaint: 517038; Others: 143396

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

Last update: 17 Jan 2023