HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/27/2011 Comcast Cable
Ccomcasto 15815 25th Ave West
Lynnwood,WA 98087
April 27, 2011
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 2011
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 1 st Quarter 2011. If you have
any questions about this report, please contact me at(425) 471-5752.
Sincerely,
Lys j4zvae --
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
cast PERFORMANCE STANDARDS SUMMARY
cc
O c Everett, Lynnwood and Fife Call Centers Combined Report*
Performance Standards Jan-I I Feb-I I Mar-I I I st Quarter
90% of Calls Answered within 30 seconds 89.73% 90.40% 93.24% 91.14%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 910,791 814,515 810,063 2,535,369
Average Speed of Answer 0:26 0:42 0:38 0:34
Average Handle Time (Includes talk and wrap-
up) 6:34 6:55 6:47 6:45
Number of Calls Abandoned by Caller 8,839 14,330 15,081 38,250
7-day Installation
(average days out 4.81 1 4.54 1 4.35 1 4.56
Service Call Responsiveness
(no picture resolved in 24 hours) 66.6% 71.8% 1 74.5% 1 71.0%
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 Quarter 2011