Skip to main content

Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - July 2020
No. of Voice Contacts 2830291
No. of Written Contacts 312364
Calls Answered within 12 Seconds (Planning Target)>=80%56%
Call Abandoned Rate<10%13%
Customer Satisfaction (5-point scale)>=4.04.49
Average Call Handling Time 460 seconds

2020 January to July Voice and Written Contacts Chart: Voice Contact: 2830291; Written Contacts: 312364

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary - July 2020
No. of Enquiry Cases 958854
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - July 2020
No. of Complaint Cases 271628
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2020 January - July Case Profile Chart: Enquiry: 958854 ; Complaint: 271628; Others: 56572

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

Last update: 21 Aug 2020