Service Performance
1823 Performance
Voice and Written Contacts Handling
| Target | January - May 2020 | |
|---|---|---|
| No. of Voice Contacts | 1817140 | |
| No. of Written Contacts | 189344 | |
| Calls Answered within 12 Seconds (Planning Target) | >=80% | 58% |
| Call Abandoned Rate | <10% | 10% |
| Customer Satisfaction (5-point scale) | >=4.0 | 4.5 |
| Average Call Handling Time | 441 seconds |
Case Profile
Enquiry Handling
| Target | January - May 2020 | |
|---|---|---|
| No. of Enquiry Cases | 515023 | |
| First Time Resolution of Enquiry | >=95% | 99% |
Complaint Handling
| Target | January - May 2020 | |
|---|---|---|
| No. of Complaint Cases | 166785 | |
| % 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 here for details.
Last update: 19 Jun 2020