HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 01/20/2015 COMCAST
January 20, 2015
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Fourth Quarter 2014
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Fourth Quarter 2014. If you have any
questions about this report, please contact me at 425.741.5751.
Sincerely,
OV
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
T PERFORMANCE STANDARDS SUMMARY
COMCAS
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Oct-14 Nov-14 Dec-14 4thd Qrtr
% of Calls Answered within 30 seconds 93% 94% 93% 93%
% Busy Signal 0.03% 0.09% 0.05% 0.06%
Number of Calls Offered 387,934 355,759 373,782 1,117,475
Average Speed of Answer (seconds) 17 15 18 17
Average Handle Time (seconds) 504 528 515 515
Number of Calls Abandoned by Caller 4,783 5,351 5,429 15,563
7-day Installation
(average days out) 6.30 5.96 3.11 5.12
Service Call Responsiveness
(no picture resolved in 24 hours) 35.9% 31.5% 36.8% 34.7%
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 4th Qtr 2014