Service Performance
1823 Performance
Voice and Written Contacts Handling
| Target | January – 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) | >=4.0 | 4.54 |
| Average Call Handling Time | 465 seconds |
Case Profile
Enquiry Handling
| Target | January – September 2021 | |
|---|---|---|
| No. of Enquiry Cases | 1 731 573 | |
| First Time Resolution of Enquiry | >=95% | 99% |
Complaint Handling
| Target | January – September 2021 | |
|---|---|---|
| No. of Complaint Cases | 430 880 | |
| % Complaints Assigned within 3 Hours | 70% | 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: 8 Oct 2021