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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - October 2023
No. of Voice Contacts 2 398 629
No. of Written Contacts 684 625
Calls Answered within 12 Seconds (Planning Target)>=80%75%
Call Abandoned Rate<10%7%
Customer Satisfaction (5-point scale)>=4.04.56
Average Call Handling Time 426 seconds

 January to October 2023, Total number of voice contacts:2398629, written contacts:684625

 

Case Profile

Enquiry Handling

 TargetJanuary - October 2023
No. of Enquiry Cases 1 585 804
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - October 2023
No. of Complaint Cases 517 660
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

January to October 2023, Total number of enquiry: 1585804, complaint: 517660, others: 95435

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

Last update: 15 Nov 2023