HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/28/2005 Comcast® Comcast Cable
19909 120th Ave.NE,Suite 200
Bothell,WA 98011
July 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- 2nd Quarter 2005
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 2nd Quarter 2005. If you have
any questions about this report,please contact me at (425) 398-6051.
Sincerely,
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Ann Svensson
Franchise Contracts Administrator
Comcast- WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Dea Drake, City of Kent
PERFORMANCE STANDARDS SUMMARY
co
cast Eve
rett and Fife Call Centers Combined Report
Performance Standards Apr-05 May-05 Jun-05 2nd QTR
90% of Calls Answered within 30 seconds 92.3% 88.0% 89.6% 90.1%
3% or less Busy Signal 2.5% 0.8% 2.1% 1.8%
Number of Calls Received 614,245 503,717 560,477 1,678,439
Average Speed of Answer 0:29 0:29 0:28 0:29
Average Handle Time (Includes talk and
wrap-up) 4:51 5:03 4:58 4:57
Number of Calls Abandoned by Caller 13,717 11,057 14,013 38,787
7-day Installation
(average days out 4.61 1 4.36 1 6.65 1 5.21
Service Call Responsiveness
(no picture resolved in 24 hours) 86.75% 81.58% 80.89% 83.07%