HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/29/2008 Comcast Cable
Ccomcast. 15815 25th Ave.West
Lynnwood,WA 98087
April 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— 1st Quarter 2008
Dear Ms.Jacober:
Enclosed please find the Performance Summary Report for 1st Quarter 2008. 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
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report
Performance Standards Jan-08 Feb-08 Mar-08 I st Quarter
90% of Calls Answered within 30 seconds 85.67% 92.27% 94.73% 90.58%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 697,088 704,705 665,673 2,067,466
Average Speed of Answer 0:38 0:13 0:18 0:23
Average Handle Time (Includes talk and wrap-
up) 5:33 5:24 5:24 5:25
Number of Calls Abandoned by Caller 19,228 6,555 8,114 33,897
7-day Installation
(average days out 5.59 5.73 5.43 5.59
Service Call Responsiveness
no picture resolved in 24 hours 70% 69% 68% 69%