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COMCAST
January 27, 2016
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Fourth Quarter 2015
Dear Mr. Moore:
Please replace the Performance Summary Report for Fourth Quarter 2015 that was sent to you on
January 19, 2016 with the enclosed. (The earlier version contained preliminary numbers.) If you
have any questions, please contact me at 425.741.5751.
Sincerely,
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 93087 www.comca.stcorporation.com
Al fa
C T PERFORMANCE STANDARDS SUMMARY
I Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Oct-15 Nov-15 Dec-15 4th Qtr
% of Calls Answered within 30 seconds 93% 93% 97% 94%
% Busy Signal 0.0018% 0,0012% 0.0015% 0.00%
Number of Calls Offered 349,783 309,691 323,919 983,393
Average Speed of Answer (seconds) 15 19 7 14
Average Handle Time (seconds) 571 564 550 562
Number of Calls Abandoned by Caller 2,950 3,457 1,743 8,150
7-day Installation
(average days out) 6.00 5.86 6.66 6.17
Service Call Responsiveness
(no picture resolved in 24 hours) 40.0% 45.0% 37.4% 40.8%
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 4th Qtr 2015 - Revised