HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/27/2011 Comcast Cable
Ccomcasto 15815 25th Ave West
Lynnwood,WA 98087
January 27, 2011
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
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Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 4th 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.
mac: ianet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
PERFORMANCE STANDARDS SUMMARY
Everett Lynnwood and Fife Call Centers Combined Report*
(comcast , y
Performance Standards Oct-10 Nov-10 Dec-10 4th Quarter
90% of Calls Answered within 30 seconds 91.94% 93.31% 94.07% 93.08%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 904,370 898,962 874,071 2,677,403
Average Speed of Answer 0:35 0:28 0:15 0:26
Average Handle Time (Includes talk and wrap-
up) 6:37 6:35 6:46 6:38
Number of Calls Abandoned by Caller 11,184 8,633 5,165 24,982
7-day Installation
(average days out 4.70 4.56 1 4.91 1 4.72
Service Call Responsiveness
(no picture resolved in 24 hours) 1 63.4% 70.7% 56.3% 63.5%
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 4th GQtr 2010