HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/21/2015 COMCAST
July 21, 2015
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report— Second Quarter 2015
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Second Quarter 2015. If you have any
questions about this report, please contact me at 425.741.5751.
Sincerely,
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Trudy L. Moseng
Manager, Gov't & Regulatory Affairs
Enc.
cc: Franchise file
Terry Davis, Comcast
Dea Drake, City of Kent
15815 25th Ave West Lynnwood,WA 98087 www.comcastcorporation.com
PERFORMANCE STANDARDS SUMMARY
COMCAST
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Apr-15 May-15 Jun-15 2nd Qtr
% of Calls Answered within 30 seconds 98% 97% 98% 98%
% Busy Signal 0.00% 0.06% 0107% 0.05%
Number of Calls Offered 334,676 341,286 341,706 1,017,668
Average Speed of Answer (seconds) 2 5 4 4
Average Handle Time (seconds) 539 571 572 561
Number of Calls Abandoned by Caller 920 1,715 1,121 3,756
7-day Installation
(average days out 5.08 5.97 7.31 6.12
Service Call Responsiveness
(no picture resolved in 24 hours) 58.7% 49.1% 31.0% 46.3%
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 2nd Qtr 2015