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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - February 2023
No. of Voice Contacts 

438 061

No. of Written Contacts 121 324
Calls Answered within 12 Seconds (Planning Target)>=80%76%
Call Abandoned Rate<10%6%
Customer Satisfaction (5-point scale)>=4.04.54
Average Call Handling Time 432 seconds

2023 January to February Voice and Written Contacts Chart: Voice Contact: 438061; Written Contacts: 121324

 

 

Case Profile

Enquiry Handling

 TargetJanuary - February 2023
No. of Enquiry Cases 319 419
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - February 2023
No. of Complaint Cases 82 531
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2023 January to February Case Profile Chart: Enquiry: 319419; Complaint: 82531; Others: 21382

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

Last update: 10 Mar 2023