HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/28/2006 * Comcast Cable
p,p.Box 3042
Bothell,WA 98041
ccom�ast®
July 29,2006
Sent Via US Mail
Ms.Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S,
Kent, WA 98032
RE: Performance SununaryReport- 2nd Quarter 2006
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 2nd Quarter 2006. If you have
any questions about this report,please contact me at (425) 398-6051.
Sincerely,
Svensson
Franchise Contracts Administrator
Comcast- WA Market
E ncl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
Coomcast
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report
Performance Standards Apr-06 May-06 Jun-06 2nd Qtr 2006
90% of Calls Answered within 30 seconds 90.88% 90.33% 89.03% 90.03%
3% or less Busy Signal
Number of Calls Received 551,937 604,883 650,871 1,807,691
Average Speed of Answer 0:26 0:31 0:37 0:31
Average Handle Time (Includes talk and
wrap-up) 5:07 5:15 5:20 5:14
Number of Calls Abandoned by Caller 8,473 13,065 14,789 36,327
7-day Installation
(average days out 6 1 6.05 7.09 6.38
Service Call Responsiveness
(no picture resolved in 24 hours) 87.38% 88.10% 1 83.97% 86.48%