HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/29/2008 Comcast® Comcast Cable
15815 25th Ave.West
Lynnwood,WA 98087
January 29,2008
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report - 4th Quarter 2007
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 4th 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
E ncl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
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PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report*
Performance Standards Oct-07 Nov-07 Dec-07 4th Quarter
90% of Calls Answered within 30 seconds 89.42% 93.37% 90.50% 90.92%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 710,025 686,234 702,241 2,098,500
Average Speed of Answer 0:44 0:10 0:23 0:25
Average Handle Time (Includes talk and
wrap-up) 5:39 5:23 5:30 5:30
Number of Calls Abandoned by Caller 20,876 5,304 10,599 36,779
7-day Installation
(average days out 5.58 5.02 5.69 5.43
Service Call Responsiveness
(no picture resolved in 24 hours) 64.73% 65.63% 57.92% 62.76%
Washington Market
4th Quarter 2007