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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - May 2020
No. of Voice Contacts 1817140
No. of Written Contacts 189344
Calls Answered within 12 Seconds (Planning Target)>=80%58%
Call Abandoned Rate<10%10%
Customer Satisfaction (5-point scale)>=4.04.5
Average Call Handling Time 441 seconds

2020 January to May Voice and Written Contacts Chart: Voice Contact: 1817140; Written Contacts: 189344

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary - May 2020
No. of Enquiry Cases 515023
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - May 2020
No. of Complaint Cases 166785
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2020 January - May Case Profile Chart: Enquiry: 515023 ; Complaint: 166785; Others: 33392

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

Last update: 19 Jun 2020