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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary – September 2021
No. of Voice Contacts 3 694 885
No. of Written Contacts 450 221
Calls Answered within 12 Seconds (Planning Target)>=80%73%
Call Abandoned Rate<10%9%
Customer Satisfaction (5-point scale)>=4.04.54
Average Call Handling Time 465 seconds

2021 January - September Voice and Written Contacts Chart: Voice Contact: 3694885; Written Contacts: 450221

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary – September 2021
No. of Enquiry Cases 1 731 573
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary – September 2021
No. of Complaint Cases 430 880
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2021 January - September Case Profile Chart: Enquiry: 1731573; Complaint: 430880; Others: 91588

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

Last update: 8 Oct 2021