Skip to main content

Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary 2021
No. of Voice Contacts 

295244

No. of Written Contacts 

4864

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 

158618

First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary 2021
No. of Complaint Cases 

29612

% 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 Data.gov.hk. Please click herefor details.

Last update: 9 Feb 2021