HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 10/21/2016 COMCAST RECEIVED
October 21, 2016 0 C T 2 r
Cr7Y OF KENT
CITY CLERK
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—Third Quarter 2016
Dear Mr. Moore:
Enclosed is the Performance Summary Report for Third 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: Terry Davis, Comcast
Dea Drake, City of Kent
15815 25th Ave West Lynnwood,WA 98087 www,comcastcorporation.com
MT PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jul-16 Aug-16 Sep-16 3rd Qtr
% of Calls Answered within 30 seconds 91% 92% 92% 92%
% Busy Signal 0.00% 0.00% 0.00% 0.00%
Number of Calls Offered 308,398 340,747 321,169 970,314
Average Speed of Answer seconds 20 15 17 17
Average Handle Time seconds 591 588 592 590
Number of Calls Abandoned by Caller 3,519 3,421 3,021 9,961
7-day Installation
(average days out 6.93 6.69 5.88 6.49
Service Call Responsiveness
(no picture resolved in 24 hours) 32.7% 34.8% 40.4% 35.8%
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 2nd Qtr 2016