HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/30/2006 co m ca st® Comcast Cable
19909 120t0th Ave.NE,Suite 200
Bothell,WA 98011
January 30, 2006
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 2005
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 4th Quarter 2005. If you have
any questions about this report,please contact me at (425) 398-6051.
Sincerely,
az't'— 4w-a�
Ann Svensson
Franchise Contracts Administrator
Comcast- WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
cast(,)
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report*
Performance Standards Oct-05 Nov-05 Dec-05 4th QTR
90% of Calls Answered within 30 seconds 91.35% 84.07% 94.38% 90.03%
3% or less Busy Signal 1.1% 2.0% 0.6% 1.1%
Number of Calls Received 563,312 533,472 606,321 1,703,105
Average Speed of Answer 0:29 0:14 0:25 0:24
Average Handle Time (Includes talk and
wrap-up) 5:04 4:59 5:06 4:57
Number of Calls Abandoned by Caller 11,984 6,042 8,903 26,929
7-day Installation
(average days out 6.35 5.34 1 5.48 5.72
Service Call Responsiveness
(no picture resolved in 24 hours) 90.58% 91.87% 91.61% 91.35%