1823 - 24 hours a day, 365 days a year, serving you non-stop

1823 - 24 hours a day, 365 days a year, serving you non-stop

 

1823 Performance

Voice and Written Contacts Handling

  Target January - June 2019
No. of Voice Contacts   2 680 461
No. of Written Contacts   319 406
Calls Answered within 12 Seconds
(Planning Target)
>=80% 66%
Call Abandoned Rate <10% 7%
Customer Satisfaction (5-point scale) >=4.0 4.52
Average Call Handling Time   426 seconds

January - June 2019: Voice Contacts 2680461; Written Contacts 319406

Case Profile

Enquiry Handling

  Target January - June 2019
No. of Enquiry Cases   834 817
First Time Resolution of Enquiry >=95% 99%

 

Complaint Handling

  Target January - June 2019
No. of Complaint Cases   260 619
% Complaints Assigned within 3 Hours 70% 97%
% Complaints Involved more than One Department   3%


January - June 2019: Enquiry 834817 ; Complaint 260619 ; Others 42095

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

                              
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