Documents
Resources
Learning Center
Upload
Plans & pricing Sign in
Sign Out

Customer Satisfaction Survey of

VIEWS: 155 PAGES: 45

									Customer Satisfaction Survey
   of the 1823 Call Centre




            Report




           Prepared for
          Efficiency Unit




           Prepared by
          Policy 21 Ltd.




          October 2009
           Hong Kong
                               Table of Contents

                                                                  Page
               Executive summary


Chapter I.     Background                                          4


Chapter II.    Profile of complainants                             11


Chapter III.   Satisfaction on the performance of staff of 1823   17
               to handle complaints


Chapter IV.    Other views of complainants                        37
                              Executive Summary

Background

1.        The purpose of the opinion survey is for the Efficiency Unit to gain better
knowledge on the satisfaction level of the public who have lodged complaints with
the 1823 Call Centre (1823), so as to measure the service quality level of 1823 in
complaint handling and help identify areas of concerns of the customers as well as the
associated improvement opportunities.


2.       A total of 1,008 respondents were successfully enumerated in this survey
covering April to June of 2009, representing a response rate of 86.7% for this round of
the survey, which is quite high compared with industry standards of 50% for
telephone surveys. A total of 1,002, 1,006 and 1,001 respondents were successfully
enumerated in the previous three rounds of the survey from July to September,
October to December of 2008, and January to March of 2009, representing a response
rate of 85.6%, 92.0% and 91.0% respectively.


Satisfaction with the performance of staff of 1823 in handling complaints

Empathy

3.        Three items asked in the survey were related to empathy in handling
complaints by 1823 staff. The great majority of respondents agreed with the three
items that “staff of 1823 answering my call was courteous” (93.3%), “staff of 1823
was able to listen to my complaints patiently” (93.0%) and “I had the impression that
staff of 1823 was sympathetic and was concerned about my complaint” (90.1%), by
giving a score of 6 or above in a Likert scale of 10, with “1” denoting “totally
disagree” and “10” denoting “fully agree”. In other words, the complainants in
general had a favourable view with regards to empathy in handling complaints by
1823 staff.


Assurance

4.        Four items asked in the survey were related to assurance in handling
complaints by 1823 staff. The majority of respondents were of the view that “staff of
1823 was able to gather sufficient details from me about my complaint” (87.3%),
“staff of 1823 was able to record accurately information provided by me on my
                                                                                     1
complaint” (86.7%), “staff of 1823 was able to identify relevant government
departments responsible for handling my complaint” (81.4%) and “staff of 1823 was
able to answer questions raised by me in connection with my complaints” (73.2%), by
giving a score of 6 or above in a Likert scale of 10. In other words, the complainants
had a favourable impression on assurance of 1823 staff in handling complaints.


Follow-up Services

5.        Five items asked in the survey was related to follow-up services in handling
complaints by 1823 staff. In the previous rounds, it was found that the average scores
of the statement, “staff of 1823 regularly kept me informed of the progress of
Government departments in handing my complaint” were lower than the scores of
other aspects, namely, empathy, assurance, and responsiveness. Therefore, four new
items were added in this round for studying the details of follow-up services. The
survey findings of follow-up services show that about 64.9% of respondents were of
the view “staff of 1823 regularly kept me informed of the progress of Government
departments in handling my complaint”, “I had the impression that staff of 1823 was
able to help when relevant Government departments had not acted promptly on my
complaint” (65.3%), “I had the impression that staff of 1823 was able to request
relevant Government departments to keep me informed of the progress in handling
my complaint” (65.6%), “I had the impression that staff of 1823 continued to follow
through my complaint when it was being handled by relevant Government
departments” (69.0%), and “I had the impression that staff of 1823 could not do much
if my complaint was not properly handled by relevant Government departments”
(68.7%).


Responsiveness

6.       Two items asked in the survey were related to responsiveness in handling
complaints by 1823 staff. The survey findings show that the majority of respondents
(78.1%) agreed that “I had the impression that staff of 1823 was able to promptly
refer my complaint to relevant government departments” and that “my call was
quickly answered by staff of 1823” (85.9%). In other words, the majority of
respondents had favourable views on responsiveness of 1823 staff in handling
complaints.




                                                                                    2
Overall satisfaction with performance of 1823 staff

7.         The majority of respondents (88.7%) were satisfied with the performance of
staff of 1823 in handling complaints, by giving a score of 6 or above in a Likert scale
of 10.


Awareness of 1823

8.        The majority of respondents (90.8%) indicated that they were aware of the
services of 1823. About 1.7% were not aware of 1823. They just called the hotline of
a government department and their calls were transferred to 1823.


Views on the future development of 1823

9.         Three questions asked in the survey were related to respondents‟ views on
the future development of 1823. The majority of respondents agreed that “1823
should promote the respective role of 1823 and departments in handling complaints”
(75.8%), “1823 should take a more proactive role in handling cross-departmental
complaints” (82.8%), and “1823 should be developed into a „whole-of-government‟
call centre” (84.0%).




                                                                                     3
I.   Background


1.1 Introduction

1.1.1           The 1823 Call Centre (1823) provides a 24-hour one-stop service to
handle enquiries and complaints regarding a wide range of government services. It
offers multi-channels of contact through telephone, letter, fax, internet and email by
using computer telephony and information technology to support trained staff in
dealing with callers‟ enquiries and complaints. The aim is to offer a faster, more
efficient and simpler service to replace a myriad of telephone hotlines, fax numbers,
email and other addresses operated by various government departments.


1.1.2        1823 was soft launched in July 2001 and became fully operational in
October 2002. It is now handling public enquiries on behalf of 20 participating
departments and public complaints against the government. For enquiries related to
the services of non-participating departments, 1823 provides the relevant contact
information of the departments concerned. It also provides specific services in
handling enquiries relating to departments‟ specific promotional projects or campaigns
on an ad-hoc basis. The longer-term vision is to expand this approach to other services
across the Government.


1.1.3          1823 has clear and measurable performance standards in order to be
accountable for its performance to the public and departments. These standards are as
follows:

         a)   Providing 24 hours a day, 7 days a week service;
         b)   Less than 10% of calls abandoned;
         c)   More than 90% of enquiries resolved at first time of call;
         d)   Tracking case progress and reminding departments to take action;
         e)   On-going monitoring of call handling through an intensive quality
              assurance process;
         f)   Providing enquiry and complaint statistics for management planning.


1.1.4         There are more than 250,000 calls received by 1823 every month.
About 96% of cases are related to one department, and the remaining 4% are related
to two departments or more. 20% of calls received are on matters not related to the 20
government departments covered by 1823. Common issues raised by callers, which
affect many people‟s daily lives, include the following:
         a)   Unauthorised structures, dangerous buildings;

                                                                                     4
        b) Dangerous hillsides/slopes;
        c)   Damaged footpaths, railings, manholes;
        d)   Road works;
        e)   Blockage of sewers and drains;
        f)   Defective road lighting/road crossing facilities;
        g)   Cleanliness in country parks and wholesale markets;
        h)   Garbage/effluent in public areas;
        i)   Street hawkers, footpath obstruction;
        j)   Food hygiene;
        k)   Water seepage, etc.


1.1.5          Among all the calls answered by 1823 in a month, around 10% are
complaints. The top five departments receiving a greater number of complaints which
fall within their ambits are Food and Environmental Hygiene Department (FEHD),
Buildings Department (BD), Agriculture, Fisheries and Conservation Department
(AFCD), Highways Department (HyD) and Tobacco Control Office (DH-TCO).


1.1.6          The actual time taken to complete a complaint case varies according to
the nature of the cases. It could be as long as six months for cases involving food
import or export and as short as less than 1 day for cases related to refuse or
unhygienic conditions in cemeteries. For these cases, the guiding principles in the
complaint handling process are to:

        a) Provide round-the-clock one-stop service for handling public complaints
           against the government;
        b) Refer complaints lodged with 1823 to the appropriate departments for
           prompt action based on a set of pre-defined guidelines;
        c) Monitor the response (including case acknowledgement, interim reply
           and final reply) from participating and non-participating departments
           according to the Service Level Agreements, so that the citizens would be
           informed of the case progress; and
        d) Coordinate efforts / responses from various departments when multiple
           departments are involved in a single complaint.


1.2 Survey objectives

1.2.1           The purpose of the opinion survey is for the Efficiency Unit to gain
better knowledge on the satisfaction level of the public who have lodged complaints
with 1823, so as to measure the service quality level in complaint handling and help
identify the areas of concerns of the customers as well as the associated improvement
                                                                                   5
opportunities.


1.3 Framework for data collection

Analytical framework


1.3.1     Contact or call centres generate value by building customer relationship,
driving business processes and image building for the organization concerned. The
strategic issues for these centres are customer satisfaction, quality or process
improvements and technology strategy.1


1.3.2     It is noted that call centre management is often caught between the needs to
deliver quality customer service and to maintain productivity, or in short a conflict
between quantity and quality. Recently, there is a significant shift of focus from a cost
reduction strategy to a customer interface strategy, as in the case of the US call centres.
In a survey of managers of 200 large call centres in Australia, it was found out that
customer satisfaction index was ranked the most important key performance indicator,
followed by level of service and staff turnover rate.2


1.3.3     Customer satisfaction is invariably linked to service quality, though to some
extent customer expectation also plays a part in affecting customer satisfaction. 3 It
was noted by researchers that service quality is a multi-dimensional construct.4 In one
of the widely used measurement tools of service quality, SERVQUAL scale, and five
components were identified to constitute service quality, as follows:5

           a) Tangibles, covering physical facilities, communication materials, etc.;
           b) Reliability, representing the ability to perform service dependably and
              accurately;



1 Hart, Mike et al (2006), “Contact centre performance: in pursuit of first call resolution”, in
Management Dynamics, 15(4): 17 – 28.
2 Robinson, George and Morley, Clive (2006), “Call centre management: responsibilities and
performance” in International Journal of Service Industry Management, 17(3): 284 – 300.
3 Dean, Alison M (2004), “Rethinking customer expectations of service quality: are call centres
different?” in Journal of Services Marketing, 18(1): 60 – 77.
4 Keiningham, Timothy L, et al (2006), “Call centre satisfaction and customer retention in a
co-branded service context”, in Managing Service Quality, 16(3): 269 – 289.
5 Parasuraman, A et al (1991), “Refinement and assessment of the SERVQUAL scale”, in Journal of
Retailing, 67(4): 420 – 450.
                                                                                                   6
           c)   Responsiveness, reflecting the willingness to help and provide a prompt
              service;
           d) Assurance, covering such attributes as the knowledge and courtesy
              attitude of employees and their ability to convey trust and confidence;
           e) Empathy, which reflects the caring, individualized attention given to the
              customers.


1.3.4     According to the American Customer Satisfaction Index, there are several
drivers of customer satisfaction, including courtesy, communication skills, timeliness
in answering questions, effort to understand issue, knowledge of relevant subject
matter, ability to answer questions satisfactorily and waiting time to speak to a
customer service representative. Several outcomes are also gathered in constructing
the index, including “got information requested”, “representative took my contact
information”, “need to follow up with field office”, “referred to another agency for
response to my question” and “did not understand what I needed to do next”.6


1.3.5     Furthermore, for call centres, “first call resolution” has been adopted by
many contact centre industries as one of the key performance indicators. First call
resolution, customer satisfaction and time to resolve queries are the three most
important objectives shared by most contact centres.7 The above considerations are
taken into account in designing the analytical framework and drawing up the
questionnaire design for the present survey.


Data collection framework


1.3.6     As pointed out above, customer satisfaction is a multi-dimensional measure.
The focus of the present survey should not be placed on just gathering opinion on the
overall satisfaction level of 1823 users, but also users‟ views on different aspects of
service quality throughout previous quarters. Collecting such information helps
identify service areas where improvement is necessary. It also helps to minimize the
likelihood that users‟ satisfaction level is affected by single, isolated incidents or
aspects of service delivery.




6 The US Equal Employment Opportunity Commission (2006), “EEOC Contact Centre Customer
Satisfaction Survey”.
7 Hart, Mike et al (2006), “Contact centre performance: in pursuit of first call resolution”, in
Management Dynamics, 15(4): 17 – 28.
                                                                                                   7
1.3.7     Customer satisfaction is related to service quality. Service quality of 1823
depends on services provided by both staff of 1823 and staff of government
departments involved. In the survey, it would be desirable to draft the survey
questionnaire in such a manner in order to elicit views of respondents on aspects of
service delivery that are directly related to the service quality of 1823 and those that
are related to the service quality of government departments concerned.


1.3.8     Accordingly, to adopt a multi-dimensional approach and take into account
the part played by government departments, questions on customer satisfaction had
comprised the following components in previous rounds of the survey:


     Process of complaints handling

   a) Availability, as measured by views on timeliness of response;
   b) Assurance, covering views on ability to understand and answer correctly the
        questions asked or respond appropriately to the complaints raised;
   c)   Empathy, reflecting views of users on courtesy and customer-oriented attitude
        of staff handling the complaints;


   Follow-up services and outcomes

   d) Monitoring, representing that the extent to which users are satisfied that their
      complaints are being followed up and that they are kept informed of the
        progress;
   e)   Outcomes, covering such aspects as reliability of information sought, whether
        action has been taken to follow up the complaint, or whether the problem
        related to the complaint has been resolved.



1.4 Survey methodology

Development of indices


1.4.1     The purpose of using an index is to perform monitoring of changes over
time, or comparison between different sub-groups. An index number is not simply a
mathematical summary of a specified group of figures. It has to be sensitive to
changes in the underlying variable, construct or behaviour that it is meant to measure,
with its computational method replicable over time.




                                                                                      8
1.4.2     Quarterly indices on customer satisfaction may be computed based on
questions asked in the survey covering different components of service quality and
customer satisfaction. Changes in customer satisfaction can thus be reflected by
changes in the quarterly indices over time. It should be noted that the index of
customer satisfaction is also affected by the mix of complaints during the quarter.


1.4.3      For example, if users are in general quite satisfied with services rendered by
a specific department, the index of customer satisfaction will be higher for a given
quarter, if the proportion of complaints related to that particular department is higher
during the quarter. In other words, the quarterly indices on customer satisfaction
reflect both changes in the level of customer satisfaction as well as changes in the mix
of users of 1823.


1.4.4     To reflect the “pure” change in the level of customer satisfaction, the
quarterly indices in 2009 will have to be standardized, using for example the average
distribution of users by types of complaints in 2008.


Sampling design


1.4.5     For the survey, in order to ensure that data collected in the survey are
unbiased, the sampling units should be chosen in a scientific manner using a proper
sample design. In the absence of an unbiased sample selected scientifically from the
target populations, it is not possible to draw valid generalization from the survey
findings.


1.4.6     To assess customer satisfaction on different types of complaints, a stratified
random sampling design was adopted. Users with complaints dealt with completely
for each month were stratified into cases related to different departments. A quarterly
target sample size of about 1,600 or a monthly sample size of 530 was chosen.


1.4.7    As unequal probabilities of selection are used in sampling, weighting was
introduced to take into account the relative number of complaint cases involving
different departments.


Enumeration results

1.4.8    This was the first round of survey conducted during the period from July to
September 2009, which covers the period of complaint cases completed from April to
June 2009. The previous three rounds of surveys were conducted in December 2008,

                                                                                       9
January 2009 and May 2009. The sampled respondents were randomly drawn from
the database of those who used the services of 1823 and their consents were sought
before the compilation of a list of 1,162 respondents. Out of a total of 1,162
complainants who agreed to participate in the survey, 1,008 were successfully
enumerated that represented a response rate of 86.7%, which is quite high compared
with industry standards of 50% for telephone surveys.



1.5 Organization of the report

1.5.1    The report comprises the following sections:


        a)    Profile of complainants;

        b)    Satisfaction on the performance of staff of 1823 to handle complaints;
              and

        c)    Other views of complainants.




                                                                                 10
II. Profile of complainants

    Gender

    2.1       About 56.0% of complainants were male and the remaining 44.0%
    female. Compared with the Hong Kong profile, it may be deduced that male was
    more likely to lodge complaint with 1823 than female.




                  Percentage distribution of the respondents by gender

       80%
                62.0%
                        57.8% 56.6% 56.0%
       60%
                                                             42.2% 43.4% 44.0%
                                                     38.0%
       40%


       20%


        0%
                             Male                               Female

              2008 2nd quarter    2008 3rd quarter   2008 4th quarter    2009 1st quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)8 [Ref: Q10]
                      2008 3rd quarter: (N=1,006; W=224,560)[Ref: Q10]
                      2008 4th quarter : (N=1,001; W=224,560)[Ref: Q10]
                      2009 1st quarter : (N=1,008; W=213,534)[Ref: Q11]




                                 Hong Kong, 2006
                        Male                         Female
                        47.1%                        52.9%




8 N is the effective sample size. W is the weighted population.
                                                                                            11
    Age

    2.2       About 3.8% of respondents were youth aged 15 – 24. About 81.6%
    were adults aged 25 – 55 and 14.0% were those aged 56 or above. Compared
    with the Hong Kong age distribution (60.6%), those in the range of 25 – 55 were
    more likely to lodge a complaint with 1823.




                         Percentage distribution of the respondents by age

   40%                        32.3% 32.7%
                                   31.2% 28.6%      29.2%
                                            27.3% 26.9%
   30%                23.5% 23.8%               26.6%
                   21.4% 21.3%
                                                         15.2%
   20%                                                     14.1% 14.0%
                                                               13.8%
               4.2%
   10%      3.3% 3.8%                                                   1.3%
          2.9%                                                       0.8% 1.0%0.5%
    0%
             15 - 24       25 - 34        35 - 44        45 - 55      56 or above    No opinion

                 2008 2nd quarter    2008 3rd quarter   2008 4th quarter   2009 1st quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q11]
                       2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q11]
                       2008 4th quarter : (N=1,001; W=224,560)[Ref: Q11]
                       2009 1st quarter : (N=1,008; W=213,534)[Ref: Q12]




                                      Hong Kong, 2006
     15-24               25-34                35-44                45-55            56 or above
     15.3%               17.8%               21.1%                 21.7%              24.1%




                                                                                                  12
    Educational attainment

    2.3       Over half of respondents (55.9%) had secondary education and a
    further 33.6% had tertiary education or above. About 8.0% had only primary
    education or below. Compared with the Hong Kong profile, those who were more
    educated were more likely to lodge a complaint with 1823.




          Percentage distribution of the respondents by educational attainment

  80%
                                  56.8%
                             56.0%          55.9%
  60%                                 54.8%

                                                       34.7% 34.7%
  40%                                              34.3%          33.6%
          9.0% 9.0%
  20%
             7.4% 8.0%
                                                                                     1.5% 2.6%
                                                                         0.7% 1.1%
   0%
          Primary or below       Secondary           Tertiary or above      No opinion

            2008 2nd quarter    2008 3rd quarter      2008 4th quarter    2009 1st quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q12]
                     2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q12]
                     2008 4th quarter : (N=1,001; W=224,560)[Ref: Q12]
                     2009 1st quarter : (N=1,008; W=213,534)[Ref: Q13]




                                      Hong Kong, 2006
     Primary or below                     Secondary                        Tertiary or above
           25.4%                             51.6%                                23.0%




                                                                                                 13
       Economic activity status

       2.4         Most respondents (78.9%) were employed and a further 17.9%
       economically inactive (i.e. those who were studying, home-makers and retired).
       Compared with the Hong Kong profile, those who were employed were more
       likely to lodge a complaint with 1823.


                Percentage distribution of the respondents by Economic activity status
           64.0%
 80%
        60.2%
               59.2%
                   59.0%
 60%

                      20.1%     19.9%
 40%                        18.6%                            10.2%
                         15.0%                           10.1%
                                                      9.0%     9.3%      7.2% 7.2%
 20%                                                                                      3.0%
                                          1.4%                        7.0% 7.0%   2.4% 2.7%      1.0%
                                       1.4% 1.4%                                     1.3%
                                   0.5%                                                       0.6% 0.9%0.1%
  0%
          Employee    Employer/ Self-      Student     Home makers       Retired      Nothing in         No opinion
                        employed                                                      particular



                        2008 2nd quarter       2008 3rd quarter    2008 4th quarter   2009 1st quarter


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q13]
                           2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q13]
                           2008 4th quarter : (N=1,001; W=224,560)[Ref: Q13]
                           2009 1st quarter : (N=1,008; W=213,534)[Ref: Q14]




                                                 Hong Kong, 2006
                      Employer/                                                                            Nothing in
Employee                                        Student           Home makers          Retired
                     Self-employed                                                                          particular
  50.7%                    6.1%                      7.8%             11.0%             16.0%                  8.3%




                                                                                                                      14
    Occupation

    2.5        Among those who were employed, about 41.3% of respondents were
    managers and administrators, professionals or associate professionals. Less than
    half (45.3%) were employed as clerks, service workers and shop sales workers
    and craft and related workers, and only 10.8% were plant and machine operators
    and assemblers or had elementary occupations. Compared with the Hong Kong
    profile, those who were occupying professional, managerial, secretarial, clerical,
    sales and services positions were more likely to lodge a complaint with 1823.


            Percentage distribution of the respondents by Occupation
                                                            15.8%

        Professional                                      14.4%
                                                                  17.2%
                                                                      19.9%
                                                                   19.0%                            Hong Kong, 2006
         Managerial                                                        21.5%
                                                                  17.8%
                                                       13.4%                                Professional                6.1%
                                           6.5%
         Associate                                10.6%
        professional                          8.3%                                          Managerial                  10.8%
                                          6.0%
                                                            15.3%
                                                                   16.8%                    Associate professional      16.1%
  Secretarial/clerical                                        15.1%
                                                                    17.8%                   Secretarial/clerical        16.9%
                                                                                    29.2%
   Service and sales                                                        20.0%           Service and sales           16.4%
                                                                                25.3%
                                                                                  26.1%
                                              8.5%                                          Machine operators           6.2%
  Machine operators                  4.1%
                                          6.1%
                                       4.7%                                                 Craft & related             8.5%
                              0.8%
     Craft & related                   4.0%                                                 Elementary
                                1.5%
                                              7.0%                                                                      18.8%
                                 2.3%                                                       occupations
         Elementary                           7.1%
         occupations               3.3%                                                     Agricultural and
                                1.6%                                                                                    0.2%
    Agricultural and          0.0%                                                          fishery workers
    fishery workers           0.0%
                              0.2%
    Occupations not           0.1%
      classifiable
                                    2.4%
         No opinion              1.5%
                                         5.6%
                                     3.3%

                         0%                   10%               20%                30%

       2009 1st quarter         2008 4th quarter     2008 3rd quarter    2008 2nd quarter

Base: Respondents who were economic active 2008 2nd quarter : (N=802; W=180,545)[Ref: Q14]
                                                             2008 3rd quarter : (N=791; W=177,387)[Ref: Q14]
                                                             2008 4th quarter : (N=788; W=147,586)[Ref: Q14]
                                                             2009 1st quarter : (N=793 W=168,614)[Ref: Q15]




                                                                                                                   15
    Frequency of calling 1823

   2.6 About 49.1% of respondents often or occasionally called 1823 for enquiry
   or to make a complaint other than the current complaint while 23.4% rarely called
   1823. The remaining 27.3% were those who had not called 1823 other than the
   current complaint.


                     Percentage distribution of the frequency of calling 1823


                                                       9.2%
 I often call 1823 for enquiry or to make a          5.8%
                 complaint                                13.2%
                                                          12.8%

  I occasionally call 1823 for enquiry or to                                      39.9%
                                                                        26.6%
             make a complaint                                         28.6%
                                                                       28.2%
                                                                  23.4%
  I rarely call 1823 for enquiry or to make                     20.7%
                  a complaint                                    22.6%
                                                                20.3%
                                                                    27.3%
      No, other than the current complaint                                            46.9%
                                                                                35.6%
                                                                                  38.7%

                                               0%           20%             40%              60%

               2009 1st quarter   2008 4th quarter   2008 3rd quarter     2008 2nd quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q8]
                      2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q8]
                      2008 4th quarter : (N=1,001; W=224,560)[Ref: Q8]
                      2009 1st quarter : (N=1,008; W=213,534)[Ref: Q9]


Observations

2.7       The above analysis shows that the complainants are on the whole more
educated than the Hong Kong population. Compared with the Hong Kong population,
a higher proportion of the complainants were in the age range of 25 – 55. A higher
proportion of them were employed and occupying managerial, professional, services
and sales positions. It is likely that these groups of complainants, given their
background, have a higher expectation of the quality of government services.
Furthermore, only 9.2% of the complainants often called or lodged their complaints
with 1823.



                                                                                                   16
III. Satisfaction on the performance of staff of 1823 to handle complaints

      Empathy

      3.1        Three items asked in the survey were related to empathy in handling
      complaints by 1823 staff. The survey findings show that the great majority of
      respondents agreed that “staff of 1823 answering my call was courteous” (93.3%),
      “staff of 1823 was able to listen to my complaints patiently” (93.0%) and “I had
      the impression that staff of 1823 was sympathetic and was concerned about my
      complaint” (90.1%), by giving a score of 6 or above in a Likert scale9 of 10, with
      “1” denoting “totally disagree” in response to the 3 statements below and “10”
      denoting “fully agree” with the statements concerned.


Empathy in handling complaints by 1823 staff                   Quarter             Agree Disagree No opinion

Staff of 1823 answering my call was courteous              2008 2nd quarter        94.0%       3.8%          2.2%

                                                           2008 3rd quarter        90.8%       5.1%          4.1%

                                                           2008 4th quarter        91.7%       6.7%          1.5%

                                                           2009 1st quarter        93.3%       5.5%          1.2%
Staff of 1823 was able to listen to my complaints          2008 2nd quarter        92.6%       4.6%          2.8%
patiently
                                                           2008 3rd quarter        89.3%       5.6%          5.1%

                                                           2008 4th quarter        92.3%       5.8%          1.8%

                                                           2009 1st quarter        93.0%       5.7%          1.4%
I had the impression that staff of 1823 was                2008 2nd quarter        87.9%       8.2%          3.9%
sympathetic and was concerned about my
                                                           2008 3rd quarter        88.5%       6.6%          4.9%
complaint
                                                           2008 4th quarter        89.2%       7.7%          3.1%

                                                           2009 1st quarter        90.1%       8.1%          1.9%


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3b, c, f]
                        2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3b, c, f]
                        2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3b, c, f]
                        2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3b, c, f]



9 The Likert Scale is an ordered, uni-dimensional scale from which respondents choose one option that
best aligns with their view. First created by Rensis Likert in 1932, the scale is widely used in measuring
attitude.
                                                                                                       17
     3.2             An average score for each of the 3 items on empathy in handling
     complaints by 1823 staff may be compiled and the findings are summarized in
     the chart below. In addition, an index for empathy may also be computed by
     averaging the 3 scores. The Cronbach alpha10 for the index was 0.93, indicating
     that the internal consistency for data in respect of the 3 items making up the index
     was very high. The index stood at 7.9, which was above mid-point value of 5.5 in
     a Likert scale of 10, indicating that the respondents in general had a favourable
     view with regards to empathy in handling complaints by 1823 staff.


                        Mean scores on Empathy in handling compalints by 1823 staff

                                                                                                           7.9
                                                    Empathy                                                8.0
                                                                                                           8.0
                                                                                                           8.0

                                                                                                           8.0
              Staff of 1823 answering my call was courteous                                                 8.2
                                                                                                            8.1
                                                                                                            8.2

                                                                                                           8.0
   Staff of 1823 was able to listen to my complaints patiently                                              8.1
                                                                                                           8.1
                                                                                                           8.1

                                                                                                        7.8
  I had the impression that staff of 1823 was sympathetic and                                           7.8
              was concerned about my complaint                                                          7.8
                                                                                                       7.7

                                                                 1      2    3    4     5   6    7    8          9   10


                  2009 1st quarter       2008 4th quarter            2008 3rd quarter   2008 2nd quarter


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3b, c, f]
                            2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3b, c, f]
                            2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3b, c, f]
                            2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3b, c, f]




10 Cronbach‟s Alpha is used to measure the internal consistency of a group of questions that is
designed to measure the same underlying variable. A coefficient of 0.7 or above is generally considered
by researchers as acceptable, but lower thresholds are sometimes used by researchers (Santos, J. R. A.
(1999), “Cronbach‟s Alpha: a tool for assessing the reliability of scales” in Journal of Extension,
37(2)).
                                                                                                                          18
     Assurance

    3.3       Four items asked in the survey were related to assurance in handling
    complaints by 1823 staff. The survey findings show that the majority of
    respondents agreed that “staff of 1823 was able to gather sufficient details from
    me about my complaint” (87.3%) and “staff of 1823 was able to record accurately
    information provided by me on my complaint” (86.7%). The corresponding
    percentages of “staff of 1823 was able to identify relevant government
    departments responsible for handling my complaint” (81.4%) and “staff of 1823
    was able to answer questions raised by me in connection with my complaints”
    (73.2%) were lower. In other words, the complainants had a favourable view on
    assurance of 1823 staff in handling complaints.


 Assurance in handling complaints by
                                                 Quarter           Agree      Disagree No opinion
                1823 staff
Staff of 1823 was able to gather sufficient   2008 2nd quarter     85.9%           9.5%    4.6%
details from me about my complaint
                                              2008 3rd quarter     85.1%           8.1%    6.8%

                                              2008 4th quarter     87.2%           7.8%    4.9%

                                              2009 1st quarter     87.3%           9.6%    3.2%
Staff of 1823 was able to record              2008 2nd quarter     85.1%           9.1%    5.8%
accurately information provided by me on
                                              2008 3rd quarter     84.9%           8.2%    7.0%
my complaint
                                              2008 4th quarter     88.1%           6.5%    5.4%

                                              2009 1st quarter     86.7%           9.6%    3.7%
Staff of 1823 was able to identify relevant   2008 2nd quarter     68.8%       26.0%       5.2%
government departments responsible for
                                              2008 3rd quarter     81.3%           9.8%    8.8%
handling my complaint
                                              2008 4th quarter     85.1%       10.0%       4.9%

                                              2009 1st quarter     81.4%       13.4%       5.2%
Staff of 1823 was able to answer              2008 2nd quarter     63.4%       30.9%       5.7%
questions raised by me in connection with
                                              2008 3rd quarter     75.8%       16.5%       7.8%
my complaints
                                              2008 4th quarter     76.1%       16.9%       7.0%

                                              2009 1st quarter     73.2%       19.1%       7.8%
Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3d, e ,g, h]
                      2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3d, e ,g, h]
                      2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3d, e ,g, h]
                      2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3d, e ,g, h]
                                                                                          19
    3.4         An average score for each of the 4 items on assurance in handling
    complaints by 1823 staff may be compiled and the findings are summarized in
    the chart below. In addition, an index for assurance may also be computed by
    averaging the 4 scores. The Cronbach alpha for the index was 0.88, indicating
    that the internal consistency for data in respect of the 4 items making up the index
    was very high. The index stood at 7.5, which was above mid-point value of 5.5 in
    a Likert scale of 10, indicating that the respondents in general had a favourable
    view with regards to assurance in handling complaints by 1823 staff. The survey
    findings also show that the respondents in general were more satisfied with
    aspects related to “empathy” (with an index of 7.9) than those related to
    “assurance” (with an index of 7.5).



                   Mean score on Assurance in handling complaints by 1823 staff


                                                                                                   7.5
                                            Assurance                                               7.6
                                                                                                   7.5
                                                                                                 7.1

                                                                                                    7.7
    Staff of 1823 was able to gather sufficient details                                             7.8
              from me about my complaint                                                            7.7
                                                                                                   7.5

                                                                                                    7.8
         Staff of 1823 was able to record accurately                                                 7.9
       information provided by me on my complaint                                                   7.7
                                                                                                   7.5

       Staff of 1823 was able to identify relevant                                                 7.5
    government departments responsible for handling                                                  7.8
                                                                                                    7.5
                     my complaint                                                               6.9

                                                                                              6.9
    Staff of 1823 was able to answer questions raised                                          7.1
        by me in connection with my complaints                                                 7.1
                                                                                            6.6

                                                          1   2      3     4    5     6     7      8       9   10

                             2009 1st quarter     2008 4th quarter       2008 3rd quarter       2008 2nd quarter


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3d, e ,g, h]
                        2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3d, e ,g, h]
                        2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3d, e ,g, h]
                        2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3d, e ,g, h]




                                                                                                                    20
Follow-up Services

3.5         Five items asked in the survey were related to follow-up services in
handling complaints by 1823 staff. In the previous rounds, it was found that the
average scores of the statement, “staff of 1823 regularly kept me informed of the
progress of Government departments in handing my complaint” were lower than
the scores of other aspects, namely, empathy, assurance, and responsiveness. In
order to further study the details of follow-up services, four new questions were
added in this round. The questions asked the respondents about their impression
of staff of 1823 on their helpfulness, ability to inform the complainants about the
progress of follow-up, ability to continue to follow through the complaints and
understanding of the difficulty and limitation of follow-up services by 1823.
The survey findings of follow-up services show that about 64.9% of respondents
were of the view “staff of 1823 regularly kept me informed of the progress of
Government departments in handling my complaint”, “I had the impression that
staff of 1823 was able to help when relevant Government departments had not
acted promptly on my complaint” (65.3%), “I had the impression that staff of
1823 was able to request relevant Government departments to keep me informed
of the progress in handling my complaint” (65.6%), “I had the impression that
staff of 1823 continued to follow through my complaint when it was being
handled by relevant Government departments” (69.0%), and “I had the
impression that staff of 1823 could not do much if my complaint was not
properly handled by relevant Government departments” (68.7%). It is noted that
in the 2nd quarter of 2008, the operation team had begun to take up a more
aggressive approach in following up complaint cases, with tightening measures in
pursuing and escalating high risk complaints. In the 3rd quarter of 2008,
Dedicated Complaint Handling Teams (CHTs) and Complaint Management Team
(CMT) were formally set up to handle complaints. Level of service skill and
alertness of CHTs are higher than the general pool of frontline staff, which has
led to better case reception and assignment. CMT has initiated different measures
to identify risky cases requiring closer follow-up actions, especially urgent cases,
prolonged cases and those involving multiple departments.




                                                                                 21
      Follow-up Services by 1823 staff            Quarter         Agree     Disagree No opinion

                                              2008 2nd quarter    64.8%      25.5%      9.7%
Staff of 1823 regularly kept me informed
                                              2008 3rd quarter    68.0%      17.9%     14.1%
of the progress of Government
                                              2008 4th quarter    58.8%      29.3%     11.9%
departments in handling my complaint
                                              2009 1st quarter    64.9%      26.9%      8.2%

I had the impression that staff of 1823 was
able to help when relevant Government
                                              2009 1st quarter    65.3%      21.9%     12.7%
departments had not acted promptly on my
complaint

I had the impression that staff of 1823 was
able to request relevant Government
                                              2009 1st quarter    65.6%      19.9%     14.5%
departments to keep me informed of the
progress in handling my complaint

I had the impression that staff of 1823
continued to follow through my complaint
                                              2009 1st quarter    69.0%      20.1%     10.9%
when it was being handled by relevant
Government departments

                                              2008 2nd quarter    61.4%      23.3%     15.3%
I had the impression that staff of 1823
could not do much if my complaint was         2008 3rd quarter    72.3%      16.7%     11.0%
not properly handled by relevant              2008 4th quarter    65.3%      22.2%     12.6%
Government departments
                                              2009 1st quarter    68.7%      19.8%     11.6%


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3j,k]
                     2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3j,k]
                     2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3j,k]
                     2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3j,k,l,m,n]




                                                                                      22
     3.6              An average score for the question on “Staff of 1823 regularly kept me
     informed of the progress of Government departments in handling my complaint”
     may be compiled and the findings are summarized in the chart below, analyzed
     by different departments that were related to the complaints. The average score
     stood at 6.3, which was above the mid-point value of 5.5 in a Likert scale of 10,
     indicating that the respondents in general had a favourable view with regards to
     follow-up services of 1823 staff. When analyzed by departments, it may be of
     interest to note from the chart below that the average score was lower for
     complaints related to Hong Kong Post (HKP) (at 5.2), Food and Environmental
     Hygiene Department (FEHD) (6.1), Buildings Department (BD) (6.2) and
     Drainage Services Department (DSD) (6.2).
            Average score on level of agreement on statement, “staff of 1823 regularly
            kept me informed of the progress of Government departments in handling
                                my complaint”, by departments
                                                                                6.3
            Overall                                                            6.2
                                                                                      6.7
                                                                                  6.4
                                                                                 6.1
             FEHD                                                           5.9
                                                                                        6.9
                                                                               6.3
                                                                                 6.3
            AFCD                                                             6.1      6.7
                                                                                  6.5
                                                                                      6.8
              HYD                                                                     6.6
                                                                                  6.5 6.8
                                                                              6.2 6.6
               BD                                                                  6.5
                                                                                 6.4
                                                                                   6.6
                                                                                         6.8
               TD
                                                                                     6.5
                                                                                    6.6
                                                                                   6.6
             LCSD                                                                6.4
                                                                                6.1
                                                                                    6.5
                                                                                6.4
           DH-TCO                                                                       6.9
                                                                                  6.4
                                                                              6.2
                                                                              6.2
              DSD                                                                6.4
                                                                           6.0 6.4
                                                                                 6.4
            EMSD                                                                    6.6
                                                                                          7.1
                                                                              6.2
                                                                5.2
              HKP                                                                 6.5
                                                                            5.8
                                                                      5.6
                                                                              6.1
  Other departments                                                           6.1 6.6
                                                                                6.0

                       1         2        3         4       5          6              7         8        9   10

                      2009 1st quarter   2008 4th quarter   2008 3rd quarter          2008 2nd quarter


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3j]
                             2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3j]
                             2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3j]
                             2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3j]


                                                                                                                  23
     3.7              An average score for the question on “I had the impression that staff of
     1823 was able to help when relevant Government departments had not acted
     promptly on my complaint” may be compiled and the findings are summarized in
     the chart below, analyzed by different departments that were related to the
     complaints. The average score stood at 6.5, which was above the mid-point value
     of 5.5 in a Likert scale of 10, indicating that the respondents in general had a
     favourable view with regards to follow-up services of 1823 staff. When analyzed
     by departments, it may be of interest to note from the chart below that the
     average score was lower for complaints related to Hong Kong Post (HKP) (at
     5.5), Transport Department (TD) (6.1) and Tobacco Control Office of
     Department of Health (DH-TCO) (6.2).

              Average score on level of agreement on statement, “I had the impression
             that staff of 1823 was able to help when relevant Government departments
                     had not acted promptly on my complaint”, by departments

            Overall
                                                                              6.5

             FEHD                                                       6.4

            AFCD                                                             6.5

              HYD
                                                                                      7.0

               BD                                                           6.4

               TD                                                     6.1

             LCSD
                                                                              6.5

           DH-TCO                                                     6.2

              DSD                                                           6.4

            EMSD                                                                   6.9

              HKP                                               5.5

  Other departments                                                               6.5

                      1       2      3       4         5          6               7         8   9   10

                                             2009 1st quarter

Base: All respondents 2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3k]

This is a new question introduced in this survey.




                                                                                                         24
3.8          An average score for the question on “I had the impression that staff of
1823 was able to request relevant Government departments to keep me informed
of the progress in handling my complaint” may be compiled and the findings are
summarized in the chart below, analyzed by different departments that were
related to the complaints. The average score stood at 6.7, which was above the
mid-point value of 5.5 in a Likert scale of 10, indicating that the respondents in
general had a favourable view with regards to follow-up services of 1823 staff.
When analyzed by departments, it may be of interest to note from the chart below
that the average score was lower for complaints related to Hong Kong Post (HKP)
(at 5.6), Transport Department (TD) (6.3), Food and Environmental Hygiene
Department (FEHD) (6.5) and Tobacco Control Office of Department of Health
(DH-TCO) (6.5).


             Average score on level of agreement on statement, “I had the impression
            that staff of 1823 was able to request relevant Government departments to
                 keep you informed of the progress in handling my complaint”, by
                                             departments
            Overall                                                          6.7

             FEHD                                                      6.5

            AFCD                                                           6.7

              HYD                                                                 7.1

               BD                                                            6.8

               TD                                                    6.3

             LCSD                                                                6.8

          DH-TCO                                                       6.5

              DSD                                                                 7.1

            EMSD                                                                 7.0

              HKP                                              5.6

  Other departments                                                                7.0

                      1     2       3       4         5         6            7           8   9        10

                                            2009 1st quarter

Base: All respondents     2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3l]

This is a new question introduced in this survey.




                                                                                                 25
3.9             An average score for the question on “I had the impression that staff of
1823 continued to follow through my complaint when it was being handled by
relevant Government departments” may be compiled and the findings are
summarized in the chart below, analyzed by different departments that were
related to the complaints. The average score stood at 6.8, which was above the
mid-point value of 5.5 in a Likert scale of 10, indicating that the respondents in
general had a favourable view with regards to follow-up services of 1823 staff.
When analyzed by departments, it may be of interest to note from the chart below
that the average score was lower for complaints related to Hong Kong Post (HKP)
(at 5.8), Food and Environmental Hygiene Department (FEHD) (6.4) and
Transport Department (TD) (6.6).

                Average score on level of agreement on statement, “I had the impression
                that staff of 1823continued to follow through my complaint when it was
                 being handled by relevant Government departments”, by departments

                Overall                                                         6.8

                 FEHD                                                   6.4

                AFCD                                                              7.0

                  HYD                                                               7.2

                   BD                                                           6.9

                   TD                                                     6.6

                 LCSD                                                               6.9

              DH-TCO                                                      6.7

                  DSD                                                         6.8

                EMSD                                                                7.1

                  HKP                                             5.8

      Other departments                                                               7.0

                          1      2       3      4          5      6           7             8   9        10

                                               2009 1st quarter

Base: All respondents         2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3m]

This is a new question introduced in this survey.




                                                                                                    26
3.10         An average score for the question on “I had the impression that staff of
1823 could not do much if my complaint was not properly handled by relevant
Government departments” may be compiled and the findings are summarized in
the chart below, analyzed by different departments that were related to the
complaints. The average score stood at 7.0, which was above the mid-point value
of 5.5 in a Likert scale of 10, indicating that the respondents in general had a
favourable view with regards to follow-up services of 1823 staff. When analyzed
by departments, it may be of interest to note from the chart below that the
average score was lower for complaints related to Leisure and Cultural Services
Department (LCSD) (at 6.7), Food and Environmental Hygiene Department
(FEHD) (6.9), Buildings Department (BD) (6.9) and Electrical and Mechanical
Services Department (EMSD) (6.9).


             Average score on level of agreement on statement, “I had the impression
              that staff of 1823 could not do much if my complaint was not properly
                 handled by relevant Government departments”, by departments

              Overall                                                       7.0

               FEHD                                                      6.9

              AFCD                                                             7.3

                HYD                                                      7.0

                 BD                                                      6.9

                 TD                                                      7.0

               LCSD                                                      6.7

            DH-TCO                                                        7.1

                DSD                                                         7.2

              EMSD                                                    6.9

                HKP                                                                   7.7

    Other departments                                                           7.1

                        1       2      3       4         5      6    7                8     9        10

                                             2009 1st quarter


Base: All respondents       2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3n]
This is a new question introduced in this survey.



                                                                                                27
3.11          An average score for each of the 5 items on follow-up services with
relevant Government departments in handling complaints by 1823 staff may be
compiled and the findings are summarized in the chart below. In addition, an
index on follow-up with relevant Government departments may also be computed
by averaging the 4 scores. The Cronbach alpha for the index was 0.81, indicating
that the internal consistency for data in respect of the 5 items making up the index
was high. The index stood at 6.6, which was well above the mid-point value of
5.5 in a Likert scale of 10, indicating that the respondents in general had a
favourable view with regards to follow-up with relevant Government departments
in handling complaints by 1823 staff.



        Mean scores on follow-up services with relevant Government departments
                          in handling compalints by 1823 staff



                                 Follow-up Services                                 6.6


    Staff of 1823 regularly kept me informed of the
   progress of Government departments in handling                                  6.3
                     my complaint


I had the impression that staff of “1823” was able to
  help when relevant Government departments had                                    6.5
        not acted promptly on my complaint

I had the impression that staff of “1823” was able to
  request relevant Government departments to keep
    you informed of the progress in handling my                                      6.7
                     complaint

 I had the impression that staff of “1823”continued
 to follow through my complaint when it was being                                    6.8
    handled by relevant Government departments


I had the impression that staff of 1823 could not do
much if my complaint was not properly handled by                                         7.0
         relevant government departments.


                                                        1   2   3     4    5   6    7      8   9   10

                                                            2009 1st quarter




                                                                                                    28
     Responsiveness

    3.12      Two items asked in the survey were related to responsiveness in
    handling complaints by 1823 staff. The survey findings show that the most of
    respondents (78.1%) agreed that “I had the impression that staff of 1823 was able
    to promptly refer my complaint to relevant government departments” and that
    “my call was quickly answered by staff of 1823” (85.9%). In other words, the
    majority of respondents had favourable views on responsiveness of 1823 staff in
    handling complaints.


       Responsiveness of 1823 staff              Quarter          Agree      Disagree No opinion

I had the impression that staff of 1823 was   2008 2nd quarter    79.6%       13.6%      6.9%
able to promptly refer my complaint to
                                              2008 3rd quarter    80.6%       11.3%      8.1%
relevant government departments
                                              2008 4th quarter    80.0%       14.2%      5.8%

                                              2009 1st quarter    78.1%       15.5%      6.3%
My call was quickly answered by staff of 2008 2nd quarter         86.7%       10.1%      3.2%
1823
                                         2008 3rd quarter         86.0%       10.1%      4.0%

                                              2008 4th quarter    84.6%       13.1%      2.3%

                                              2009 1st quarter    85.9%       11.5%      2.6%


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3i, a]
                     2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3i, a]
                     2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3i, a]
                     2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3i, a]




                                                                                       29
    3.13         An average score for each of the 2 items on responsiveness of 1823
    staff in handling complaints may be compiled and the findings are summarized in
    the chart below. In addition, an index on responsiveness may also be computed
    by averaging the 2 scores. The Cronbach alpha for the index was 0.74, indicating
    that the internal consistency for data in respect of the 2 items making up the index
    was marginally acceptable. The index stood at 7.4, which was well above the
    mid-point value of 5.5 in a Likert scale of 10, indicating that the respondents in
    general had a favourable view with regards to responsiveness of 1823 staff in
    handling complaints.


               Mean scores on Responsiveness in handling compalints by 1823 staff


                                                                                              7.4
                                   Responsiveness                                             7.5
                                                                                               7.6
                                                                                              7.5

   I had the impression that staff of 1823 was able                                          7.3
      to promptly refer my complaint to relevant                                              7.4
                                                                                              7.4
               government departments                                                        7.3

                                                                                              7.6
   My call was quickly answered by staff of 1823                                              7.7
                                                                                               7.7
                                                                                               7.7

                                                      1     2     3    4     5      6    7    8      9   10


               2009 1st quarter    2008 4th quarter       2008 3rd quarter       2008 2nd quarter


Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q3i, a]
                       2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q3i, a]
                       2008 4th quarter : (N=1,001; W=224,560)[Ref: Q3i, a]
                       2009 1st quarter : (N=1,008; W=213,534)[Ref: Q3i, a]




                                                                                                              30
Overall satisfaction with performance of 1823 staff

    3.14       In the survey, the respondents were also asked to give their views on
    their overall satisfaction with the performance of 1823 staff. The survey findings
    show that the majority of respondents (88.7%) were satisfied with the
    performance of staff of 1823 in handling complaints, by giving a score of 6 or
    above in a Likert scale of 10, with “1” denoting “very unsatisfactory” in response
    and “10” denoting “very satisfactory”.


              Distribution of respondents by overall satisfaction with performance of 1823 staff

 40%                                                                         37.3%

                                                                       32.2%         30.7%
 30%                                                                                   29.2%
                                                              19.3%
                                                           18.4%                                 17.6%
                                                       16.2%                                           16.1%
                                               9.2%                                        16.7%     15.9%
 20%                                                       12.1%                         15.2%
                                                    9.1%                                           15.6%
                                                6.9%                                   14.0% 15.0%
                                           5.8%
                                        5.4%       5.7%
 10%     2.0%                        4.8%
                                  1.9%   4.7%                                                                       3.6%
      1.9%       1.4% 1.3% 1.1% 1.6%                                                                             2.4% 2.0%
     1.3% 1.1% 0.7%    1.0% 0.8%
                                0.5%                                                                                  1.0%
             0.2% 0.3% 0.9%
  0%
          1          2        3          4        5          6        7          8             9            10       No
         Very                                                                                   Very               opinion
         Unsatisfactory                                                                  satisfactory

                            2008 2nd quarter   2008 3rd quarter   2008 4th quarter       2009 1st quarter

 Base: All respondents 1st quarter : (N=987; W=220,889)[Ref: Q7a]
                         2nd quarter : (N=987; W=220,636)[Ref: Q7a]
                         3rd quarter : (N=976; W=219,296)[Ref: Q7a]
                         4th quarter : (N=990; W=221,577)[Ref: Q7a]




                                                                                                                      31
    3.15          An index on the overall satisfaction with the performance of 1823 staff
    was compiled, which stood at 7.7. In the chart below, the various indexes on
    different aspects of performance of 1823 staff are also presented. It may be seen
    that respondents were more satisfied with “empathy” (7.9), “assurance” (7.5), and
    “responsiveness” (7.4), and were less satisfied with “follow-up services” (6.3).

                                Satisfaction with performance of 1823 staff

                                                                                             7.7
                                                                                             7.7
     Satisfaction (Q7a)                                                                       7.7
                                                                                             7.7
                                                                                       7.4
        Responsiveness                                                                   7.5
           (Q3a, i)                                                                      7.6
                                                                                        7.5

                                                                                                  7.9
     Empathy (Q3b,c,f)                                                                             8.0
                                                                                                   8.0
                                                                                                  8.0
                                                                                           7.5
                                                                                              7.6
  Assurance (Q3d,e,g,h)                                                                     7.5
                                                                                     7.1
                                                                               6.6
     Follow-up services
        (Q3j,k,l,m,n)


                          1         2        3         4       5        6       7             8          9   10

                 2009 1st quarter       2008 4th quarter   2008 3rd quarter   2008 2nd quarter

Base: All respondents 1st quarter : (N=1,000; W=224,560)[Ref: Q3]
                          2nd quarter : (N=1,002; W=224,560)[Ref: Q3]
                          3rd quarter : (N=1,006; W=224,560)[Ref: Q3]
                          4th quarter : (N=1,001; W=224,560)[Ref: Q3]




                                                                                                             32
3.16       When analyzed by age groups of respondents, those who were aged 15-24
and 56 or above were more satisfied with the overall performance of 1823, with a
mean score of 7.7 and 8.4 respectively. Respondents who were aged 25-34 were least
satisfied, with a mean score of 7.5.

                      Satisfaction with performance of 1823 staff by age groups
                                                                                      7.7
       Satisfaction                                                                   7.7
          (Q7a)                                                                       7.7
                                                                                       7.7
                                                                                               8.4
       56 or above                                                                         7.8
                                                                                           7.8
                                                                                               8.1
                                                                                     7.6
            45 - 55                                                                     7.8
                                                                                         7.9
                                                                                         7.9
                                                                                    7.6
            35 - 44                                                                 7.5
                                                                                      7.7
                                                                                       7.7
                                                                                    7.5
                                                                                        7.7
            25 - 34                                                                  7.6
                                                                                     7.7
                                                                                     7.7
            15 - 24                                                                7.3       8.0
                                                                             6.8

                      1               3                5                 7                           9
                2009 1st quarter   2008 4th quarter   2008 3rd quarter   2008 2nd quarter



3.17     When analyzed by educational attainment of respondents, those with
primary education or below were more satisfied with the overall performance of 1823
staff, with a mean score of 8.3. Respondents with tertiary education or above were
least satisfied, with a mean score of 7.4.


                Satisfaction with performance of 1823 staff by education attainment

                                                                                      7.7
 Satisfaction (Q7a)                                                                   7.7
                                                                                      7.7
                                                                                       7.7
                                                                                    7.4
                                                                                     7.5
 Tertiary or above                                                                   7.5
                                                                                    7.4
                                                                                        7.7
                                                                                         7.8
        Secondary                                                                        7.8
                                                                                          7.9
                                                                                                8.3
 Primary or below                                                                           8.0
                                                                                           7.9 8.1

                      1      2       3        4       5        6         7             8              9   10

                2009 1st quarter   2008 4th quarter   2008 3rd quarter   2008 2nd quarter



                                                                                                           33
3.18          When analyzed by frequency of lodging complaints, the variation of the
average scores of different respondents was relatively small, ranging only from 7.5 to
7.8. However, the result of this quarter shows obvious difference from the previous
trend which frequent users have the lowest satisfaction. Further analysis in the
coming quarters is required to arrive at a solid conclusion.


              Satisfaction with performance of 1823 staff by frequency of lodging
                                         complaints

                                                                                                           7.7
                                         Satisfaction (Q7a)                                               7.7
                                                                                                           7.7
                                                                                                          7.7

                                                                                                          7.5
 Have not lodged any other complaints or made enquiries                                                    7.7
                                                                                                          7.7
                                                                                                          7.5

                                                                                                           7.7
       I rarely call 1823 for enquiry or to make a complaint                                                 8.0
                                                                                                             8.1
                                                                                                          7.7

                                                                                                           7.8
           I occasionally call 1823 for enquiry or to make a                                              7.7
                                complaint                                                                  7.6
                                                                                                           7.9

                                                                                                             7.8
        I often call 1823 for enquiry or to make a complaint                                        6.8
                                                                                                          7.4
                                                                                                                8.0

                                                               1    2     3     4     5      6     7      8           9   10

                     2009 1st quarter      2008 4th quarter        2008 3rd quarter       2008 2nd quarter




                                                                                                                           34
3.19       When analyzed by the departments concerned, it may be seen from the chart
below that respondents were the most satisfied with the overall performance of 1823
in respect of complaints related to Agricultural, Fisheries and Conservation
Department (AFCD) (with an index of 7.9) and Drainage Services Department (DSD)
(7.9), and were less satisfied in respect of complaints related to Hong Kong Post
(HKP) (6.6), Tobacco Control Office of Department of Health (DH-TCO) (7.3) and
Transport Department (TD) (7.4). It may also be noted that the scores were all above
the mid-point value of 5.5, indicating that the complainants were in general satisfied
with the performance of 1823 staff on complaints related to different departments.



                     Satisfaction with performance of 1823 staff by departments

                                                                                   7.6
                                                                                     7.6
            FEHD                                                                       7.8
                                                                                      7.7
                                                                                         7.9
                                                                                         7.8
            AFCD                                                                          8.0
                                                                                        7.9
                                                                                      7.8
                                                                                         7.9
             HYD                                                                         7.8
                                                                                           8.0
                                                                                       7.8
              BD                                                                   7.4 7.5
                                                                                     7.6
                                                                                  7.4
              TD                                                                       7.7
                                                                                     7.6
                                                                                  7.4
                                                                                     7.7
            LCSD                                                                        7.9
                                                                                7.2
                                                                                        7.9
                                                                                  7.3
         DH-TCO                                                                      7.6
                                                                                  7.3
                                                                                   7.5 7.9
                                                                                           8.0
             DSD                                                                          7.9
                                                                                          7.9
                                                                                      7.7
           EMSD                                                                          7.9
                                                                                         7.8
                                                                                          8.0
                                                                          6.6
             HKP                                                                          8.0
                                                                                7.3
                                                                                7.3
                                                                                    7.6
          Other                                                                   7.4 7.5
       departments                                                                      7.8

                     1          2       3        4       5        6        7          8          9   10

             2009 1st quarter       2008 4th quarter   2008 3rd quarter    2008 2nd quarter




                                                                                                          35
Observations

3.20      It may be observed from the above discussions that the complainants in
general were satisfied with the performance of 1823 staff in handling their
complaints. They also had a favourable view on different aspects of performance
of 1823 staff, including responsiveness, empathy and assurance. The
complainants also had a favourable view on the follow-up services of 1823 staff,
though to a lesser extent. Most of them also appreciated the constraints faced by
1823 in that it could not offer much help to the complainants if the relevant
Government departments did not bring a satisfactory resolution to the
complainants.


3.21      It may be of interest to note that the level of satisfaction was different
for complaints related to different departments. This may be due to the different
nature of complaints handled by different departments. The survey also shows
that complainants who were younger and more educated were less satisfied,
reflecting to a certain extent that this group of complainants were more
demanding and had a higher expectation of the quality standards of 1823. It
follows that as Hong Kong population becomes more educated over time, with
the democratization of education, there will be even higher expectation on the
service quality of 1823.




                                                                                 36
IV. Other views of complainants

    Awareness of 1823

    4.1       The great majority of respondents (90.8%) indicated that they were
    aware of 1823. Only about 1.7% were not aware of 1823 and they just called the
    hotline numbers of government departments but their calls were transferred to
    1823.


                       Distribution of respondents by awareness of 1823

                     89.9%     90.8%
  100%      87.5%
                 80.6%
    80%

    60%

    40%
                                                                             13.1%     7.5%
    20%                                                                  7.4%
                                       5.1% 6.3% 5.5%                              4.6%
                                                      1.7%
     0%
              I was ware of 1823        I was not aware of 1823. I No opinion/cannot remember
                                        just called the hotline of a
                                       government department, but
                                          was transferred to 1823

                2008 2nd quarter   2008 3rd quarter   2008 4th quarter      2009 1st quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q1]
                     2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q1]
                     2008 4th quarter : (N=1,001; W=224,560)[Ref: Q1]
                     2009 1st quarter : (N=1,008; W=213,534)[Ref: Q1]




                                                                                                37
    4.2         For those who were aware of 1823, the main channels of knowing
    1823 were “mass media like TV, newspaper or radio” (46.0%) and “through 1083
    enquiry hotline” (17.1%).


                                    Channels of knowing 1823
                                                                   14.3%
                 Family members or friends                        12.3% 17.0%
                                                                            17.5%
                                                                                                     46.0%
                                                                                                  44.6%
   Mass media like TV, newspapers or radio                                                       42.3%
                                                                                                         47.4%
                                                                     15.3%
 Informed by government departments when                              15.6%
               I called them                                     10.2%
                                                                         16.7%
                                                                            17.1%
              Through 1083 enquiry hotline                           15.5% 17.8%
                                                                 9.4%
                                                     2.1%
  Informed by management staff of facilities            3.1%
                                                          3.4%
                                                               10.7%
                                    Internet           3.1% 5.6%
                                                               9.3%
                                                     0.7%
                                 Workplace          0.7%
                                                     1.4%
                                                    1.3%
                                     Others            2.5%
                                                        3.6%
                                                           4.9%
                                               0%                   20%              40%                 60%

              2009 1st quarter   2008 4th quarter       2008 3rd quarter      2008 2nd quarter

Base: Respondents who were aware of 1823       2008 2nd quarter : (N=878; W=196,551)[Ref: Q1]
                                               2008 3rd quarter : (N=834; W=181,051)[Ref: Q1]
                                               2008 4th quarter : (N=894; W=201,790)[Ref: Q1]
                                               2009 1st quarter : (N=919; W=193,921)[Ref: Q1]




                                                                                                             38
    4.3         Most respondents (83.0%) were aware of the role of 1823 in referring
    complaints to relevant government departments for follow-up action.                                          About
    17.0% were not aware of this.
                  Distribution of respondents by awareness of the role of 1823 in referring complaints to relevant
                                               Government departments for action

       100%
                                       83.0%
                 80.0% 81.9% 79.4%
          80%

          60%

          40%
                                                  20.0%     20.6%
                                                       18.1%     17.0%
          20%
                                                                                            0.0% 0.0% 0.1% 0.0%
          0%
                           Yes                                    No                      No opinion/ cannot remember
                          2008 2nd quarter     2008 3rd quarter        2008 4th quarter       2009 1st quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q2]
                    2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q2]
                    2008 4th quarter : (N=1,001; W=224,560)[Ref: Q2]
                    2009 1st quarter : (N=1,008; W=213,534)[Ref: Q2]




     Views on the future development of 1823

    4.4        Three questions were asked in the survey to tap the respondents‟ views
    on the future development of 1823. The survey findings show that the majority of
    respondents were of the view that “1823 should promote the respective role of
    1823 and departments in handling complaints” (75.8%), “1823 should take a
    more proactive role in handling cross-departmental complaints” (82.8%) and
    “1823 should be developed into a „whole-of-government‟ call centre” (84.0%).
    Apparently, expectations from the complainants were high.




                                                                                                                    39
        Future development of 1823                  Quarter       Agree    Disagree No opinion

1823    should    be      developed    into   a     2008 2nd      79.6%     11.0%      9.4%
“whole-of-government” call centre                    quarter
                                                    2008 3rd      85.3%     7.9%       6.8%
                                                     quarter
                                                    2008 4th      83.3%     13.5%      3.2%
                                                      quarter
                                                     2009 1st     84.0%     12.7%      3.3%
1823 should take a more proactive role in            quarter
                                                    2008 2nd      78.2%     9.8%      12.0%
handling cross-departmental complaints               quarter
                                                    2008 3rd      77.0%     10.2%     12.8%
                                                     quarter
                                                    2008 4th      82.1%     11.8%      6.1%
                                                      quarter
                                                     2009 1st     82.8%     12.0%      5.2%
1823 should promote the respective role of           quarter
                                                    2008 2nd      79.2%     8.8%      12.1%
1823 and departments in handling complaints          quarter
                                                    2008 3rd      79.3%     9.3%      11.4%
                                                     quarter
                                                    2008 4th      81.4%     12.0%      6.5%
                                                      quarter
                                                     2009 1st     75.8%     13.5%     10.7%
                                                     quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q9]
                       2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q9]
                       2008 4th quarter : (N=1,001; W=224,560)[Ref: Q9]
                       2009 1st quarter : (N=1,008; W=213,534)[Ref: Q10]




                                                                                     40
    Outcomes of complaints lodged

    4.5        The majority of respondents (84.3%) indicated that they knew which
    Government department was responsible for handling their complaints, and a
    further 9.5% indicated that they knew but could not remember. About 6.2%
    pointed out that they did not know and staff of 1823 had not informed them of the
    Government department responsible.


          Whether the respondents know which Government departments responsible for
                                    handling the complaint

  100%               86.3% 84.3%
                75.0%
    80%    74.5%

    60%
    40%
                                        15.1%                                  14.9%
    20%                                      10.1%                     10.5%        8.1% 6.2%
                                                  5.5% 9.5%
     0%
                     Yes              Yes, but I cannot remember        No, staff of 1823 had not
                                                  now                     informed me of the
                                                                       government department(s)
                                                                               responsible

                  2008 2nd quarter   2008 3rd quarter   2008 4th quarter   2009 1st quarter

Base: All respondents 2008 2nd quarter : (N=1,002; W=224,560)[Ref: Q4]
                    2008 3rd quarter : (N=1,006; W=224,560)[Ref: Q4]
                    2008 4th quarter : (N=1,001; W=224,560)[Ref: Q4]
                    2009 1st quarter : (N=1,008; W=213,534)[Ref: Q4]




    4.6         Concerning the outcomes of their complaints lodged, more than half of
    the respondents (57.8%) indicated that “The problem has been solved and no
    longer exists”. A lower proportion said that “The problem has not been solved,
    and still exists.” (23.4%) and “The problem has been solved but is now recurring.”
    (13.1%).




                                                                                                    41
                                        Outcomes of complaints lodged


       The problem has been solved and no longer
                                                                                                           57.8%
                        exists


          The problem has been solved but is now
                                                                    13.1%
                        recurring


  The problem has not been solved, and still exists                         23.4%




                                             Others          5.3%




                                    Cannot remember        0.4%



                                                      0%              20%           40%               60%          80%


                                                      2009 1st quarter

Base: All respondents 2009 1st quarter : (N=1,008; W=213,534)[Ref: Q6]


4.7       As expected, if the problem has been solved and no longer exists, the
complainants concerned were the most satisfied. On the other hand, if the problem has
not been solved, and still exists, the complainants were the least satisfied.

                    Satisfaction with performance of 1823 by outcomes of complaints
                                            (1st quarter, 2009)



                     Overall                                                                    7.7


      The problem has been
      solved and no longer                                                                           8.0
             exists.

      The problem has been
        solved but is now                                                                      7.5
            recurring.

       The problem has not
       been solved, and still                                                            7.0
              exists.

                                1       2      3         4        5         6        7           8           9     10




                                                                                                                   42
Observations

4.8        The survey findings presented above indicate that most complainants
were aware of 1823 and were indeed making use of 1823 to voice their
complaints on Government services. They also had high expectation of 1823,
hoping that 1823 could be extended to cover all Government departments, help
resolve cross-departmental complaints and even substantially monitor the
progress of relevant Government departments in handling complaints until the
problem is completely resolved. In short, while 1823 has been delivering highly
satisfactory services to the complainants, who are satisfied even when no action
has been taken by relevant Government departments on their complainants, 1823
has to do more, in order to meet the high expectation of its users.




                                                                             43

								
To top