HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/27/2012 (Comcasto, Comcast Cable
15815 25th Ave West
Lynnwood,WA 98087
January 27, 2012
Sent Via US Mail
Ms. Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
RE: Performance Summary Report—4th Quarter 2011
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 4th Quarter 2011. If you
have any questions about this report, please contact me at (425) 471-5752.
Sincerely,
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Ann Svensson
Franchise Contracts Administrator
Comcast - WA Market
Encl.
Cc: Jane[ L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
CO�cast
Everett,
STANDARDS SUMMARY
Lynnwood and Fife Call Centers Combined Report*
SEATTLE REGION PERFORMANCE
Performance Standards Oct-I I Nov-I I Dec-I I 4th Quarter
90% of Calls Answered within 30 seconds 86.39% 89.21% 95.55% 90.42%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 578,023 538,364 580,256 1,696,643
Average Speed of Answer 0:54 0:32 0:19 0:35
Average Handle Time (Includes talk and wrap-
up) 7:12 7:05 6:46 7:01
Number of Calls Abandoned by Caller 12,325 6,297 2,293 20,915
7-day Installation
(average days out 4.31 4.32 4.05 4.23
Service Call Responsiveness
no picture resolved in 24 hours 47.4% 1 53.6% 1 57.1% 52.7%
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 Qtr 2011