HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/28/2010 Comcast. Comcast Cable
15815 25th Ave West
Lynnwood,WA 98087
July 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—2nd Quarter 2010
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 2nd 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. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
Coomcast EeP RFORMANCE STANDARDS SUMMARY
ett, Lynnwood and Fife Call Centers Combined Report
Performance Standards Apr-10 May-10 Jun-10 2nd Quarter
90% of Calls Answered within 30 seconds 96.87% 95.83% 92.32% 94.82%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 826,951 794,822 804,957 2,426,730
Average Speed of Answer 0:27 0:27 0:38 0:31
Average Handle Time (Includes talk and wrap-
up) 5:55 6:02 6:09 6:02
Number of Calls Abandoned by Caller 8,827 9,1 19 1 1,165 29,1 11
7-day Installation
Laera a da s out 5.33 5.43 5.2 5.32
vice Call Responsiveness
picture resolved in 24 hours) 68.3% 61.2% 70.0% 66.5%
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 2nd Qtr 2010