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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary – August 2022
No. of Voice Contacts 5 415 147
No. of Written Contacts 452 797
Calls Answered within 12 Seconds (Planning Target)>=80%55%
Call Abandoned Rate<10%9%
Customer Satisfaction (5-point scale)>=4.04.48
Average Call Handling Time 558 seconds

2022 January - August Voice and Written Contacts Chart: Voice Contact: 5415147; Written Contacts: 452797

 

 

Case Profile

Enquiry Handling

 TargetJanuary – August 2022
No. of Enquiry Cases 1 491 540
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary – August 2022
No. of Complaint Cases 313 911
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2022 January - August Case Profile Chart: Enquiry: 1491540; Complaint: 313911; Others: 90351

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

Last update: 15 Sep 2022