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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJan - Apr 2021
No. of Voice Contacts 1 406 373
No. of Written Contacts 145 559
Calls Answered within 12 Seconds (Planning Target)>=80%76%
Call Abandoned Rate<10%7%
Customer Satisfaction (5-point scale)>=4.04.57
Average Call Handling Time 440 seconds

2021 January - April Voice and Written Contacts Chart: Voice Contact: 1406373; Written Contacts: 145559

 

 

 

Case Profile

Enquiry Handling

 TargetJan - Apr 2021
No. of Enquiry Cases 762 368
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJan - Apr 2021
No. of Complaint Cases 161 487
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2021 January - April Case Profile Chart: Enquiry: 762368; Complaint: 161487; Others: 43226

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

Last update: 12 May 2021