HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/21/2015 COMCAST
April 21, 2015
Ronald Moore
City Clerk
City of Kent
220 First Ave S
Kent, WA 98032
Re: Performance Summary Report —First Quarter 2015
Dear Mr. Moore:
Enclosed is the Performance Summary Report for First Quarter 2015. 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
�, h CAST
PERFORMANCE STANDARDS SUMMARY
V CO
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jan-15 Feb-15 Mar-15 1st Qtr
% of Calls Answered within 30 seconds 89% 97% 98% 94%
% Busy Signal 0.01% 0.03% 0.00% 0.02%
Number of Calls Offered 412,813 334,186 347,392 1,094,391
Average Speed of Answer (seconds) 50 7 4 22
Average Handle Time (seconds) 539 530 532 534
Number of Calls Abandoned by Caller 11,071 1,568 1,247 13,886
7-day Installation
(average days out) 4.57 3.77 3.82 4.05
Service Call Responsiveness
(no picture resolved in 24 hours) 41.3% 53.5% 62.9% 52.6%
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 2015