HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/29/2013 Comcast
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co m ca st® 15815 25thbAve West
Lynnwood,WA 98087
January 29, 2013
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Fourth Quarter 2012
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Fourth 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
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CMT PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Oct-12 Nov-1-2- Dec-12 --4th Qrtr- --
% of Calls Answered within 30 seconds 89% 81% 70% 80%
% Busy Signal 0.7% 0.9% 2.7% 1.5%
Number of Calls Offered 617,651 540,472 598,997 1,757,120
Average Speed of Answer (seconds) 29 63 185 87
Average Handle Time (seconds) 479 504 540 505
Number of Calls Abandoned by Caller 12,454 34,842 120,780 168,076
7-day Installation
(average days out) 3.88 3.59 3.45 3.64
Service Call Responsiveness
(no picture resolved in 24 hours) 49.9% 59.0% 57.0% 55.3%
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 4th Qtr 2012