HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/21/2013 Comcast® Comcast Cable
15815 25th Ave West
Lynnwood,WA 98087
October 21, 2013
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Third Quarter 2013
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Third Quarter 2013. If you have any questions
about this report, please contact me at 425.741.5751.
Sincerely,
j�
Trudy L. Moseng
Franchising/Government Affairs
Enc.
cc: Janet L. Turpen, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
M /� �'J (""`>"` PERFORMANCE STANDARDS SUMMARY
f""t Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jul-13 Aug-13 Sep-13 3rd Qrtr
of Calls Answered within 30 seconds 94% 93% 87% 91%
% Busy Signal 2.4% 2.4% 4.1% 3.0%
Number of Calls Offered 356,066 385,016 379,549 1,120,631
Average Speed of Answer (seconds) 20 24 57 34
Average Handle Time (seconds) 548 548 559 551
Number of Calls Abandoned by Caller 1,349 2,295 2,627 6,271
7-day Installation
(average days out) 5.80 6.13 7.82 6.58
Service Call Responsiveness
(no picture resolved in 24 hours) 1 40.0% 1 46.7% 1 38.7% 1 41.8%
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 2013