HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/24/2017 COMCAST
July 24, 2017
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report— Second Quarter 2017
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Second Quarter 2017. If you have any
questions about this report, please contact me at 425.741.5752.
Sincerely,
Ann Svensson
Manager, Gov't& Regulatory Affairs
Enc.
cc: Terry Davis, Comcast
Dea Drake, City of Kent
15815 25th Ave West Lynnwood,WA 98087 www.comcastcorporation.com
0 NA C
d1, C'T PERFORMANCE STANDARDS SUMMARY
+'1 J 1 Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Apr-17 May-17 Jun-17 2nd Qtr
of Calls Answered within 30 seconds 96% 96% 93% 95%
% Busy Signal 0.00% 0.00% 0.00% 0.00%
Number of Calls Offered 229,833 250,402 252,242 732,477
Average Speed of Answer (seconds) 7 9 17 11
Average Handle Time (seconds) 599 593 614 602
Number of Calls Abandoned by Caller 963 1,449 2,199 4,611
7-day Installation
(average days out) 5.581 6.121 6.38 6.03
Service Call Responsiveness
(no picture resolved in 24 hours) 46.1%1 40.5%1 34.1% 40.1%
Service Call Responsiveness
We always provide same day service appointments, however, customers often call from work, or
will not be available later in the day, and request appointments beyond our first available
appointment.
Confidential and Proprietary 2nd Qtr 2017