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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - April 2023
No. of Voice Contacts 856 624
No. of Written Contacts 248 148
Calls Answered within 12 Seconds (Planning Target)>=80%77%
Call Abandoned Rate<10%6%
Customer Satisfaction (5-point scale)>=4.04.56
Average Call Handling Time 427 seconds

 

 

Case Profile

Enquiry Handling

 TargetJanuary - April 2023
No. of Enquiry Cases 642 055
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - April 2023
No. of Complaint Cases 177 645
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

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

Last update: 16 May 2023