HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/21/2014 Comcast Cable Communications.Inc.
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RECEIVED
April 21, 2014
CITY OF KEW
CITY CLERK
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—First Quarter 2014
Dear Mr. Moore:
Enclosed is the Performance Summary Report for First Quarter 2014. If you have any questions
about this report, please contact me at 425.741.5751.
Sincerely,
Trudy L. Moseng
Government Affairs
Enc.
cc: Janet L. Turpen, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
AST PERFORMANCE STANDARDS SUMMARY
COMC
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jan-14 Feb-14 Mar-14 1st Qrtr
% of Calls Answered within 30 seconds 89% 96% 98% 94%
% Busy Signal 0.40% 0.36% 0.48% 0.41%
Number of Calls Offered 392,939 325,163 337,904 1,056,006
Average Speed of Answer (seconds) 36 10 6 18
Average Handle Time (seconds) 520 515 515 517
Number of Calls Abandoned by Caller 9,015 2,724 1,530 13,269
7-day Installation
(average days out) 5.50 4.92 5.15 5.19
Service Call Responsiveness
(no picture resolved in 24 hours) 44.3% 52.9% 46.1% 47.7%
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.
Confidential and Proprietary 1st Qtr 2014