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Service Performance

1823 Performance

 

Voice and Written Contacts Handling

 TargetJanuary - December 2019
No. of Voice Contacts 4 501 920
No. of Written Contacts 700 524
Calls Answered within 12 Seconds (Planning Target)>=80%68%
Call Abandoned Rate<10%7%
Customer Satisfaction (5-point scale)>=4.04.54
Average Call Handling Time 436 seconds

2019 January to December Voice and Written Contacts Chart: Voice Contact: 4501920 ; Written Contacts: 700524

 

 

 

Case Profile

Enquiry Handling

 TargetJanuary - December 2019
No. of Enquiry Cases 1 653 099
First Time Resolution of Enquiry>=95%99%

 

Complaint Handling

 TargetJanuary - December 2019
No. of Complaint Cases 577 282
% Complaints Assigned within 3 Hours70%97%
% Complaints Involved more than One Department 3%

2019 January to December Case Profile Chart: Enquiry: 1653099 ; Complaint: 577282; Others: 88698

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

Last update: 24 Jan 2020