HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/28/2006 Cable
Co m ca st® P.O.Boxt 042
Bothell,WA 98041
April 28,2006
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 2006
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 1st Quarter 2006. 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
Terry Davis, Comcast
Dea Drake, City of Kent
comcast. PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report*
Performance Standards Jan-06 Feb-06 Mar-06 1st -QTR
90% of Calls Answered within 30 seconds 85.46% 91.90% 93.46% 90.50%
3% or less Busy Signal 2.70% 1.9% 1.8% 2.12%
Number of Calls Received 654,891 598,190 630,449 1,883,530
Average Speed of Answer 0:27 0:33 0:17 0:25
wrap-up) 5:07 5:04 4:58 5:03
Number of Calls Abandoned by Caller 10,992 24,012 8,724 43,728
7-day Installation
(average days out 6.02 days 6.09 days 5.33 days 5.81 days
Service Call Responsiveness
(no picture resolved in 24 hours) 87% 89% 90% 89%