HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/30/2007 Comcast Cable
Ccomcast. 15815 25th Ave.West
Lynnwood,WA 98087
October 30, 2007
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report— 3rd Quarter 2007
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 3rd Quarter 2007. If you have
any questions about this report,please contact me at (425) 471-5752.
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
omcast
PERFORMANCE STANDARDS SUMMARY
c Everett and Fife Call Centers Combined Report*
Performance Standards Jul-07 Aug-07 Sep-07 3rd Quarter
90% of Calls Answered within 30 seconds 95.77% 90.00% 85.28% 90.42%
3% or less Busy Signal 0.1% 0.0% 0.0% 0.0%
Number of Calls Received 702,892 744,349 714,148 2,161,389
Average Speed of Answer 0:17 0:36 0:33 0:28
Average Handle Time (includes talk and
wrap-up) 5:29 5:39 5:42 5:37
Number of Calls Abandoned by Caller 6,998 16,365 14,009 37,372
7-day Installation
(average days out 6.33 5.74 5.94 6.00
Service Call Responsiveness
(no picture resolved in 24 hours) 60.63% 60.81% 1 60.54% 60.66%
Washington Market
3rd Quarter 2007