HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Standards Report - 08/07/2013 Ccomcast Comcast Cable
® 15815 25th Ave West
Lynnwood,WA 98087
August 7,2013
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Dear Mr. Moore:
The purpose of this letter is to provide an update of Comcast's customer service performance for July;
2013.
Comcast reported on July 30, 2013 that preliminary data indicated a Centers of Excellence customer
service performance during July that met, or exceeded, Comcast's obligation to cure Q2 performance
metrics within 30 days. Comcast also indicated it would provide a final report once complete data was
obtained. The final data, included below, demonstrates compliance with this obligation.
Performance Standards Jul-13
%of Calls Answered within 30 seconds 94%
Number of Calls Offered 356,066
Average Speed of Answer(seconds) 20
Average Handle Time(seconds) 548
Number of Calls Abandoned by Caller 1,349
Providing a positive customer experience is a priority for Comcast, and we apologize for any
inconvenience our customers may have experienced recently when contacting us. We continue to focus
on improving service levels as we continue our transition to our Centers of Excellence,and have
implemented ongoing steps to ensure that each and every customer interaction is a positive one.
Sincerely,
Trudy L. Moseng
Franchising/Government Affairs
cc: Janet L. Turpen, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent