HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/27/2012 Comcast
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co m ca st.., 15815 25thbAve West
Lynnwood,WA 98087
April 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— i st Quarter 2012
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 1 st Quarter 2012. 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
PERFORMANCE STANDARDS SUMMARY
Everett Lynnwood and Fife Call Centers Combined Report*
comcast , y
SEATTLE REGION REPORTING
Performance Standards Jan-12 Feb-12 Mar-12 1 st Quarter
90% of Calls Answered within 30 seconds 88.34% 87.04% 88.13% 87.94%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 694,755 539,303 554,867 1,788,925
Average Speed of Answer 0:30 1:40 1:05 I:05
Average Handle Time (Includes talk and wrap-
7:06 7:08 7:03 7:05
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Number of Calls Abandoned by Caller 39,310 12,157 10,180 61,647
7-day Installation
(average days out 4.43 4.05 3.66 4.05
Service Call Responsiveness
(no picture resolved in 24 hours) 56.2% 1 58.8% 1 69.7% 1 61.5%
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 1 st Qtr 2012