HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/21/2014 (comicast. Comcast Cable Communications,Inc.
January 21, 2014
Ronald Moore
City Clerk-
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Fourth Quarter 2013
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Fourth 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
{ MCAST PERFORMANCE STANDARDS SUMMARY
`� Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Oct-13 Nov-13 Dec-13 4th Qrtr
of Calls Answered within 30 seconds 85% 93% 94% 91%
% Busy Signal 0.7% 0.4% 0.3% 0.5%
Number of Calls Offered 393,741 356,742 353,584 1,104,067
Average Speed of Answer (seconds) 44 27 17 30
Average Handle Time (seconds) 549 521 518 530
Number of Calls Abandoned by Caller 1,201 709 807 2,717
7-day Installation
(average days out) 4.64 4.17 3.82 4.21
Service Call Responsiveness
(no picture resolved in 24 hours) 1 33.2% 1 36.5% 1 44.4% 1 38.1%
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 2013