HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/30/2013 Comcast Cable
Ccomcasto 15815 25th Ave West
Lynnwood,WA 98087
April 30, 2013
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—First Quarter 2013
Dear Mr. Moore:
Enclosed is the Performance Summary Report for First Quarter 2013. 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
Terry Davis, Comcast
Dea Drake, City of Kent
M T PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jan-13 Feb-13 Mar-13 1st Qrtr
• of Calls Answered within 30 seconds 55% 75% 90% 72%
• Busy Signal 1.9% 1.0% 1.5% 1.5%
Number of Calls Offered 482,494 399,116 409,091 1,290,701
Average Speed of Answer (seconds) 220 71 22 104
Average Handle Time (seconds) 564 540 535 546
Number of Calls Abandoned by Caller 94,846 24,783 5,948 125,577
7-day Installation
(average days out) 3.76 3.56 3.33 3.55
Service Call Responsiveness
(no picture resolved in 24 hours) 49.3% 49.5% 1 56.3% 51.7%
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.
In addition, April data to date indicates that Comcast has met the obligation to cure Q1 2013
performance standard measurements within thirty days.
Performance Standards Apr-13
% of Calls Answered within 30 seconds 90%
Number of Calls Offered 373,816
Average Speed of Answer (seconds) 22
Average Handle Time (seconds) 537
Number of Calls Abandoned by Caller 6,083
Confidential and Proprietary 1st Qtr 2013