HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/22/2012 Comcast Cable
Comcast® 15815 2 thAveWest
Lynnwood,WA 98087
October 22, 2012
Brenda Jacober
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Third Quarter 2012
Dear Ms. Jacober:
Enclosed is the Performance Summary Report for Third Quarter 2012. If you have any questions
about this report, please contact me at 425.741.5751.
Sincerely,
Trudy L. Moseng
Franchising/Government Affairs
Enc.
cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
PERFORMANCE STANDARDS SUMMARY
Cclo Ca StCP1 Everett, Lynnwood and Fife Call Centers Combined
Report*
Seattle Region Performance
Performance Standards Jul-12 Aug-12 Sep-12 3rd Qrtr
90% of Calls Answered within 30 seconds 91% 91% 89% 90%
3% or less Busy Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 541,861 583,420 543,473 1,668,754
Average Speed of Answer (seconds) 0:52 0:45 0:65 0:48
Average Handle Time 7.19 7.18 7.32 7.23
Number of Calls Abandoned by Caller 6,162 5,713 1 9,453 21,328
7-day Installation
(average days out 5.67 5.47 6.04 5.73
Service Call Responsiveness
(no picture resolved in 24 hours) 61.811. 59.7% 53.3% 58.3%
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 appointment.
Confidential and Proprietary 3rd Qtr 2012