To further improve the service quality, the Municipal Affairs Bureau (IAM) is conducting an “external service satisfaction survey”. IAM cordially invites you to fill in the questionnaire based on the latest experience of receiving IAM’s services. The survey information is for analysis only. Thank you very much for taking the time to help us.

Which type of services did you last receive from IAM?
Municipal activities
Markets & Hawkers
Animals & Plants
Business Establishments & Promotional Materials
City Construction
Food & Water Quality
Cemetery
General Service

Staff service
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Initiative in service
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Level of professionalism
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Appearance
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Service attitude
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Environment
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Level of convenience
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Comfort level of environment
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Ancillary facilities
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Hardware equipment
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Clear instructions
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
General ancillary facilities
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Supporting measures
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Safety of venue
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Procedures and formalities
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Smoothness of process
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Service efficiency
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Service result
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Fairness
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Service information
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Sufficiency
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Convenience to obtain information
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Accuracy of obtained information
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Practicality of obtained information
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Confidentiality of information
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Service guarantee(Performance Pledge of IAM)
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Comprehensiveness of performance pledge
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Clarity of performance pledge indicators
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Satisfaction with performance pledge indicators
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Channels of expressing opinions
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Electronic services
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Appropriateness of electronic services
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Convenience of electronic services
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Safety of electronic services
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Sufficiency of electronic services
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Sufficiency of communication channels of electronic services
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Performance message
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Sufficiency
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Channels of announcement of messages
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Integration of services
  High satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Optimisation of interdepartmental procedures / multi-service counter
High satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Overall service
  Highly satisfactory Satisfactory Fair Unsatisfactory Highly unsatisfactory Not applicable/No opinion
Satisfaction with overall service
Highly satisfactory
Satisfactory
Fair
Unsatisfactory
Highly unsatisfactory
Not applicable/No opinion
Do you have any other comments on the provision of services or procedures of IAM?