HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/19/2015 COMCAST
October 19, 2015
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Third Quarter 2015
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Third Quarter 2015. If you have any questions
about this report, please contact me at 425.741.5751.
Sincerely,
Y-
Trudy L. Moseng
Manager, Gov't & Regulatory Affairs
Enc.
cc: Franchise file
Terry Davis, Comcast
Dea Drake, City of Kent
RECEIVED
CITY OF KENT
CITY CLERK
15815 25th Ave West Lynnwood,WA 98087 www.comcastcorporation.com
M /�/+�, T PERFORMANCE STANDARDS SUMMARY
1 Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jul-15 Aug-15 Sep-15 3rd Qtr
• of Calls Answered within 30 seconds 96% 90% 90% 92%
• Busy Signal 0.01% 0.06% 0,00% 0.02%
Number of Calls Offered 365,873 375,200 374,564 1,115,637
Average Speed of Answer (seconds) 7 29 25 21
Average Handle Time (seconds) 573 582 566 574
Number of Calls Abandoned by Caller 1,953 6,163 5,050 13,166
7-day Installation
(average days out) 7.89 7.96 8.03 7.96
Service Call Responsiveness
(no picture resolved in 24 hours) 71.9% 66.4% 69.4% 69.2%
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 2015