HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/27/2017 41,
E.
COMCAST
October 27, 2017 RECEIVED
OCT 3 0 2017
CITY OF KENT
Ronald Moore CITY CLERK
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Third Quarter 2017
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Third Quarter 2017. If you have any questions
about this report, please contact me at 253.864.4274.
Sin&,rely,
dlira Kuka
Manager, Gov't & Regulatory Affairs
Eric.
cc: Terry Davis, Comcast
Dea Drake, City of Kent
15815 25th Ave West Lynnwood,WA98087 www.comcastcorporation.com
,t� � A S T PERFORMANCE STANDARDS SUMMARY
`�! I Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jul-17 Aug-17 Sep-17 3rd Qtr
of Calls Answered within 30 seconds 75% 88% 93% 86%
% Busy Signal 0.00% 0.00% 0.00% 0.00%
Number of Calls Offered 286,430 305,821 286,596 878,847
Average Speed of Answer (seconds) 106 36 16 51
Average Handle Time (seconds) 683 686 614 681
Number of Calls Abandoned by Caller 18,872 7,380 3,322 29,574
7-day Installation
(average days out) 6.77 5.79 5.49 5.96
Service Call Responsiveness
(no picture resolved in 24 hours) 90.8% 90.7% 91.7% 91.1%
Service Call Responsiveness
We always provide same day service appointments, however, customers often call from work, or
will not be available later in the day, and request appointments beyond our first available
appointment.
Confidential and Proprietary 3rd Qtr 2017