HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/28/2009 Comcast Cable
Ccomcasto 15815 25th Ave West
Lynnwood,WA 98087
January 28, 2009
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 2008
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 4th Quarter 2008. If you
have any questions about this report, please contact me at (425) 471-5752.
Sincerely,
4X,U-"rq
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
comcast Everett and Fife Call Centers Combined Report*
Performance Standards Oct-08 Nov-08 Dec-08 4th Quarter
90% of Calls Answered within 30 seconds 87% 93% 90% 90%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 819,165 835,414 818,592 2,473,171
Average Speed of Answer 0:43 0:24 0:39 0:35
Average Handle Time (Includes talk and wrap-
up) 5:31 5:29 5:38 5:33
Number of Calls Abandoned by Caller 21,444 10,704 14,691 46,839
7-day Installation
(average da s out 7.35 1 6.35 1 6.61 6.77
Service Call Responsiveness
no picture resolved in 24 hours) 83.4% 79.7% 64.4%* 75.8%
Note' December snow 18th, 19th, 20th and 21 st resulted in no access to
many areas due to unsafe driving conditions. Jobs were rescheduled.