HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/28/2005 @Omcast. Comcast Cable
19909 120th Ave.NE,Suite 200
Bothell,WA 98011
April 28, 2005
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report— 1st Quarter 2005
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 1st Quarter 2005. If you have
any questions about this report,please contact me at (425) 398-6051.
Sincerely,
Ann Svensson
Franchise Contracts Administrator
Comcast- WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Dea Drake, City of Kent
Coomcast PERFORMANCE STANDARDS SUMMARY*
Everett and Fife Call Centers Combined Report
Performance Standards Jan-05 Feb-05 Mar-05 1st QTR
90% of Calls Answered within 30 seconds 86.2% 94.4% 93.6% 91.1%
3% or less Busy Signal 0.16% 0.09% 0.13% 0.13%
Number of Calls Received 598,660 485,340 541,634 1,625,634
Average Speed of Answer 0:30 0:11 0:13 0:21
Average Handle Time (Includes talk and
wrap-up) 4:49 4:47 4:35 4:47
Number of Calls Abandoned by Caller 14,414 5,174 6,419 26,007
7-day Installation 2.96 av 3.23 ay. 3.02 av 3.07 average days
(average days out days out I days out I days out I out
Service Call Responsiveness
(no picture resolved in 24 hours) 91.22% 1 91.04% 91.74% 91.33%