HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 07/21/2014 � �Gn
COMCAST
July 21, 2014
NT
CG,ACC RK
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report— Second Quarter 2014
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Second Quarter 2014. If you have any
questions about this report, please contact me at 425.741.5751.
Sincerely,
Trudy L. Moseng
Government 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
,
M �y T PERFORMANCE STANDARDS SUMMARY
` --j Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Apr-14 May-14 Jun-14 2nd Qrtr
of Calls Answered within 30 seconds 99% 98% 95% 97%
% Busy Signal 0.18% 0.26% 0.24% 0.23%
Number of Calls Offered 320,960 329,813 342,015 992,788
Average Speed of Answer (seconds) 4 5 12 7
Average Handle Time (seconds) 502 498 516 506
Number of Calls Abandoned by Caller 947 1,412 3,314 5,673
7-day Installation
(average days out) 6.56 6.44 6.33 6.44
Service Call Responsiveness
(no picture resolved in 24 hours) 50.2% 46.7% 39.5% 45.5%
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 2014