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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - March 2022
No. of Voice Contacts 2 524 838
No. of Written Contacts 108 145
Calls Answered within 12 Seconds (Planning Target)>=80%39%
Call Abandoned Rate<10%10%
Customer Satisfaction (5-point scale)>=4.04.39
Average Call Handling Time 601 seconds

2022 January - March Voice and Written Contacts Chart: Voice Contact: 2524838; Written Contacts: 108145

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary - March 2022
No. of Enquiry Cases 480 158
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - March 2022
No. of Complaint Cases 82 220
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2022 January - March Case Profile Chart: Enquiry: 480158; Complaint: 82220; Others: 25014

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

Last update: 14 Apr 2022