HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/28/2010 Comcast Cable
Ccomcast 15815 25th Ave West
Lynnwood,WA 98087
October 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—3rd Quarter 2010
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 3rd 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 Li . i"urpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
PERFORMANCE STANDARDS SUMMARY
com Y
cast Everett, Lynnwood and Fife Call Centers Combined Report*
Performance Standards Jul-10 Aug-10 Sep-10 3rd Quarter
90% of Calls Answered within 30 seconds 91.32% 92.90% 90.02% 91.22%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 826,232 917,335 959,922 2,703,489
Average Speed of Answer 0:38 0:34 0:50 0:41
Average Handle Time (Includes talk and wrap-
up) 6:13 6:39 6:43 6:31
Number of Calls Abandoned by Caller 9,165 13,005 16,182 38,352
7-day Installation
averse days out 6.24 1 5.36 1 5.05 1 5.55
Service Call Responsiveness
(no picture resolved in 24 hours) 52.6% 1 54.1% 56.1% 54.3%
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 3rd Qtr 2010