Key Performance Indicator (KPI)

KEY PERFORMANCE INDICATOR 2017
 Key Performance Indicator  Year 2017 Target
 Achievement
(Until 28 February 2017 )
Complaints Resolution Rate for 2017 92% 77.5%
Complaints Resolved within 15 Working Days 80% 76.0%
Customer Satisfaction Index (Excellent and Good) 88% 80.9%
Updated on 28 March 2017
 
KEY PERFORMANCE INDICATOR 2016
 Key Performance Indicator  Year 2016 Target
 Achievement
(Until 31 December 2016 )
Complaints Resolution Rate for 2016 92% 95.1%
Complaints Resolved within 15 Working Days 80% 80.6%
Customer Satisfaction Index (Excellent and Good) 88% 88.3%
Updated on 19 January 2017
KEY PERFORMANCE INDICATOR 2015
 Key Performance Indicator  Year 2015 Target  Achievement
(Until  31 December 2015)
Complaints Resolution Rate for 2015 85% 99.0%
Complaints Resolved within 15 Working Days 60% 66.5%
Customer Satisfaction Index (Excellent and Good) 85% 85.2%
Updated on 24 February 2015
 KEY PERFORMANCE INDICATOR 2014
 Key Performance Indicator  Year 2014 Target  Achievement
(Until 31 December 2014)
Complaints Resolution Rate for 2014 85% 99.1%
Complaints Resolved within 15 Working Days 60% 62.3%
Customer Satisfaction Index (Excellent and Good) 85% 83.1%
Updated on 5 February 2015
KEY PERFORMANCE INDICATOR 2013
 Key Performance Indicator  Year 2013 Target  Achievement
(Until 31 December 2013)
Complaints Resolution Rate for 2013 80% 96.7%
Complaints Resolved within 15 Working Days 60% 53.1%
Customer Satisfaction Index (Excellent and Good) 85% 79.6%
Updated on 16 January 2014
 KEY PERFORMANCE INDICATOR 2012
 Key Performance Indicator  Year 2012 Target  Achievement
(Until 31 December 2012)
Complaints Resolution Rate for 2012 95% 95.6%
Complaints Resolved within 15 Working Days 50% 55.1%
Customer Satisfaction Index (Excellent and Good) 90% 80.4%
Updated on 10 January 2013
KEY PERFORMANCE INDICATOR 2011
 Key Performance Indicator  Year 2011 Target  Achievement
(Until 31 December 2011)
Complaints Resolution Rate for 2011 93% 97.7%
Complaints Resolved within 15 Working Days 50% 57.2%
Customer Satisfaction Index (Excellent and Good) 90% 84.2%
Updated on 9 January 2012
KEY PERFORMANCE INDICATOR 2010 
 Key Performance Indicator  Year 2010 Target  Achievement
(Until 31 December 2010)
Complaints Resolution Rate for 2010 92% 98.7%
Complaints Resolved within 15 Working Days 35% 49.3%
Customer Satisfaction Index (Excellent and Good) 86% 89.2%
Updated on 10 January 2011
 KEY PERFORMANCE INDICATOR 2009
 Key Performance Indicator  Year 2009 Target  Achievement
(Until 31 December 2009)
Complaints Resolution Rate for 2009 90% 97.6%
Complaints Resolved within 15 Working Days 35% 27.3%
Customer Satisfaction Index (Excellent and Good) 85% 88.5%
Updated on 10 January 2010
 
 
CONTACT US
 
PUBLIC COMPLAINTS BUREAU
Prime Minister’s Department
Level 6, Block B1
Federal Government Administrative Centre
62502 Putrajaya, Malaysia
Tel: 603 8000 8000
Fax: 603 8888 3748, 8888 7778
Emel: webmaster[at]pcb.gov.my
 
 
LINKS
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