HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/28/2010 Comcast Comcast Cable
15815 25th Ave West
Lynnwood,WA 98087
April 28, 2010
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report— 1 st Quarter 2010
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 1 st Quarter 2010. 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. l urpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
Cc:iomcast PERFORMANCE STANDARDS SUMMARY
Everett, Lynnwood and Fife Call Centers Combined Report*
Performance Standards Jan-10 Feb-10 Mar-10 1 st Quarter
90% of Calls Answered within 30 seconds 85.23% 97.17% 96.53% 92.96%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 960,580 879,561 809,730 2,649,871
Avera e Speed of Answer 1:24 0:28 0:25 0:45
Average Handle Time (Includes talk and wrap-
up) 6:19 5:59 6:05 6:07
Number of Calls Abandoned by Caller 32,297 10,224 7,010 49,531
7-day Installation
(average days out 5.65 1 5.44 1 5.23 1 5.44
Service Call Responsiveness
(no picture resolved in 24 hours) 72.3% 72.3% 70.0% 71.5%
Service Call Responsiveness
We always provide same day service appointments, however, customers often call from work, or
will not be available later in the day, and request appointments beyond our first available
appointment.
Confidential and Proprietary 1 st Qtr 2010