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Comcast Cable@01mcast'S 15815 25th Ave West
Lynnwood,WA 98087
July 30, 2013
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report— Second Quarter 2013
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Second 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
MC A ST PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Apr-13 May-13 Jun-13 2nd Qrtr
% of Calls Answered within 30 seconds 90% 88% 81% 86%
% Busy Signal 0.4% 0.6% 0.5% 0.5%
Number of Calls Offered 388,784 455,752 398,210 1,242,745
Average Speed of Answer (seconds) 21 34 58 38
Average Handle Time (seconds) 536 540 553 543
Number of Calls Abandoned by Caller 6,181 11,640 13,257 31,078
7-day Installation
(average days out) 3.39 3.60 3.70 3.56
Service Call Responsiveness
(no picture resolved in 24 hours) 54.7% 54.1% 52.0% 53.6%
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, July data currently available indicates that Comcast has met and will continue to meet its
obligation to cure Q2 2013 performance standard measurements within thirty days. We will provide a
final report for July once complete data is obtained.
Performance Standards Jul-13
% of Calls Answered within 30 seconds 93%
Number of Calls Offered 245,621
Average Speed of Answer (seconds) 22
Average Handle Time (seconds) 549
Number of Calls Abandoned by Caller 955
Confidential and Proprietary 2nd Qtr 2013