15. Measure Performance * Note 1 : 1823 would keep the complainant informed of the progress of assignment. * Note 2 : Starting from 2008, an independent consultant was commissioned to conduct a customer satisfaction survey for 1823. The score of 7.3 covers only the first quarter of the survey in 2008. * Note 3 : The percentage of 80% covers only the first quarter of the survey in 2008. Performance of 1823 on Complaint Handling Target 2007 No. of Complaint Cases Referred to Departments 234,267 Assignment within 24 hours 90% 98% Correct Assignment Party Identified within 7 Days *Note 1 90% 99% Misassignment Rate <=5% 1.13% Complaint Handling Satisfaction (10-point scale) * Note 2 6 7.3 Percentage of Complainants Satisfied with the Handling Procedure* Note 3 70% 80%