HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/31/2008 Comcast Cable
Ccomcasto 15815 25th Ave West
Lynnwood,WA 98087
October 31, 2008
Sent Via US Mail
Ms. Brenda Jacober
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report— 3rd Quarter 2008
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 3rd Quarter 2008. If you
have any questions about this report, please contact me at (425) 741-5752.
Sincerely,
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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
co castc. Everett and Fife Call Centers Combined Report*
Performance Standards Jul-08 Aug-08 Sep-08 3rd Quarter
90% of Calls Answered within 30 seconds 89.24% 89.39% 93.04% 90.60%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 667,579 741,117 762,044 2,170,740
Average Speed of Answer 0:28 0:25 0:17 0:23
Average Handle Time (Includes talk and
wrap-up) 5:33 5:27 5:27 5:29
Number of Calls Abandoned by Caller 12,919 11,876 10,011 34,806
7-day Installation
(average days out 6.81 1 7.09 1 7.62 1 7.17
Service Call Responsiveness
(no picture resolved in 24 hours) 58.2% 59.3% 63.2% 60.2%