HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/27/2007 Ccomcast Comcast Cable
P.O.Box 3042
Bothell,WA 98011
April 27,2007
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
Citv of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report— 1st Quarter 2007
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 1st Quarter 2007. If you have
anyquestions 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
PERFORMANCE STANDARDS SUMMARY
Coomcast Everett and Fife Call Centers Combined Report
Performance Standards Jan-07 Feb-07 Mar-07 1st Quarter
90% of Calls Answered within 30 seconds 85.16% 93.15% 93.57% 90.84%
3% or less Busy Signal 3.1% 1.2% 0.4% 1.6%
Number of Calls Received 752,832 712,958 625,603 2,091,393
Average Speed of Answer 0:55 0:16 0:15 0:30
Average Handle Time (Includes talk and
wrap-up) 5:23 5:07 5:06 5:12
Number of Calls Abandoned by Caller 26,030 6,922 6,417 39,369
7-day Installation
(average days out 5.64 1 4.81 1 4.83 1 5.09
Service Call Responsiveness
(no picture resolved in 24 hours) 83.76% 97.02% 97.14% 92.64%
Washington Market
1 st Quarter 2007