HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/30/2005 Comcast
co m ca st® 19909 1 0thhiAve.NE,Suite 200
Bothell,WA 98011
January 30,2005
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report- 4th Quarter 2004
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 4th Quarter 2004. If you have
any questions about this report,please contact me at (425) 398-6051.
Sincerely,
6111—
Ann Svensson
Franchise Contracts Administrator
Comcast- WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Dea Drake, City of Kent
COcast® PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report
Performance Standards Oct-04 Nov-04 Dec-04 4th-Qtr
90% of Calls Answered within 30 seconds 93.0% 90.6% 90.7% 91.8%
3% or less Busy Signal 0.18% 0.97% 0.13% 0.42%
Number of Calls Received 498,092 512,731 506,173 1,516,996
Average Speed of Answer 0:13 0:20 0:14 0:16
Average Handle Time (Includes talk and
wrap-up) 4:35 4:43 4:43 4:40
Number of Calls Abandoned by Caller 5,649 9,530 6,839 22,018
7-day Installation
(average days out 2.76 da s 1 2.99 da s 1 2.44 da s 1 2.70 days
Service Call Responsiveness
(no picture resolved in 24 hours) 91.53% 94.27% 1 93.49% 93.10%