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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - October 2019
No. of Voice Contacts 3 959 004
No. of Written Contacts 568 248
Calls Answered within 12 Seconds (Planning Target)>=80%68%
Call Abandoned Rate<10%6%
Customer Satisfaction (5-point scale)>=4.04.54
Average Call Handling Time 437 seconds

2019 January to October Voice and Written Contacts Handling Chart: Voice Contacts: 3959004; Written Contacts: 568248

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary - October 2019
No. of Enquiry Cases 1 407 455
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - October 2019
No. of Complaint Cases 476 342
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2019 January to October Case Profile Chart: Enquiry: 1407455 ; Complaint: 476342; Others: 74637

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

Last update: 18 Nov 2019