HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/20/2014 COMCAST
October 20, 2014 RECEIVED
OCT 22 210 t1A1, ��
Ronald Moore F KENT
City Clerk CITY O
CITY CLERK
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Third Quarter 2014
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Third Quarter 2014. If you have any questions
about this report,please contact me at 425.741.5751.
Sincerely,
Trudy L. Moseng
Manager, Gov't & Regulatory Affairs
Enc.
cc: Janet L. Turpen, Comcast
Terry Davis, Comcast
Dea Drake, City of Kent
15815 25th Ave West Lynnwood,WA 98087 www.comcastcorporation.com
COMCAST PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jul-14 Aug-14 Sep-14 3rd Qrtr
• of Calls Answered within 30 seconds 95% 92% 94% 94%
• Busy Signal 0.05% 0.07% 0.05% 0.06%
Number of Calls Offered 367,967 379,676 388,942 1,136,585
Average Speed of Answer (seconds) 11 17 13 14
Average Handle Time (seconds) 509 522 1 510 514
Number of Calls Abandoned by Caller 2,890 4,934 4,451 12,275
7-day Installation
(average days out) 1 6.90 6.57 5.88 6.45
Service Call Responsiveness
(no picture resolved in 24 hours) 35.4% 34.9% 37.1% 35.8%
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 2014