Key Performance Indicator (KPI)

KEY PERFORMANCE INDICATOR 2019
 Key Performance Indicator  Year 2019 Target  Achievement
Complaints Resolution Rate for 2019 93% 85.7%
Complaints Resolved within 15 Working Days 80% 75.7%
Customer Satisfaction Index (Excellent and Good) 90% 88.0%
Updated on 26 August 2019

KEY PERFORMANCE INDICATOR 2018
 Key Performance Indicator  Year 2018 Target  Achievement
Complaints Resolution Rate for 2018 93% 90.9%
Complaints Resolved within 15 Working Days 80% 76.4%
Customer Satisfaction Index (Excellent and Good) 90% 87.6%
Updated on 12 February 2019

KEY PERFORMANCE INDICATOR 2017
 Key Performance Indicator  Year 2017 Target   Achievement

Complaints Resolution Rate for 2017 93% 95.5%
Complaints Resolved within 15 Working Days 80% 84.0%
Customer Satisfaction Index (Excellent and Good) 90% 86.9%
Updated on 04 April 2018

KEY PERFORMANCE INDICATOR 2016
 Key Performance Indicator  Year 2016 Target  Achievement

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

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

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

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

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

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

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

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
Governance, Integrity and Anti-corruption Centre (giacc)
Prime Minister’s Department
Level 6, Block B1
Federal Government Administrative Centre
62502 Putrajaya, Malaysia
Tel: 603 8000 8000 
Emel: webmaster[at]pcb[dot]gov[dot]my
 
 
  
 
 
LINKS
Institut Integriti Malaysia(IIM) Jabatan Perkhidmatan Awam(JPA) Ketua Setiausaha Negara MAMPU
myHealth bkpp 1 jpm copy SPR
Suruhanjaya Perkhidmatan Awam(SPA) my Government
 
 
 
 
 
 
 
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