HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/27/2012 comcast® 15815Comcast Cable
� 15815 25th Ave West
Lynnwood,WA 98087
July 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—2nd Quarter 2012
Dear Ms. Jacober:
Enclosed please find the Performance Summary Report for 2nd 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
CcomcastEvereff,PERFORMANCE STANDARDS SUMMARY
Lynnwood and Fife Call Centers Combined F
Seattle Region Performance
Performance Standards A r-12 Ma -12 Jun-12 2nd Qrtr
90% of Calls Answered within 30 seconds 97.80% 91.60% 92.00% 93.80%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 511,347 532,392 533,892 1,577,631
Average Speed of Answer seconds 0.30 0.39 0.52 0.41
Average Handle Time (Includes talk and
wrap-up in seconds) 6.06 6.81 7.1 7
Number of Calls Abandoned by Caller 870 5,069 5,822 11,761
7-day Installation
(average days out 3.79 3.97 3.95 3.90
Service Call Responsiveness
(no picture resolved in 24 hours) 1 72.7% 1 68.1% 1 67.1% 1 69.3%
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
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Confidential and Proprietary Not for Public Record 2nd Qtr 2012