HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/22/2016 COMCAST
April 22, 2016
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—First Quarter 2016
Dear Mr. Moore:
Enclosed is the Performance Summary Report for First Quarter 2016. 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: Franchise file
Terry Davis, Comcast
Dea Drake, City of Kent
15815 25th Ave West Lynnwood,WA 98087 www.comcastcorporation,com
1 fa
MCAST PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jan-16 Feb-16 Mar-16 1st Qtr
• of Calls Answered within 30 seconds 94% 93% 96% 94%
• Busy Signal 0.00% 0.00% 0.00% 0.00%
Number of Calls Offered 329,536 315,836 315,958 961,330
Average Speed of Answer (seconds) 13 24 8 15
Average Handle Time (seconds) 561 569 569 566
Number of Calls Abandoned by Caller 2,500 4,175 1,532 8,207
7-day Installation
(average days out) 6.0 4.3 5.2 5.1
Service Call Responsiveness
(no picture resolved in 24 hours) 47.2% 59.1% 38.2% 48.2%
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 1st Qtr 2016