HomeMy WebLinkAboutCAG1993-0577 - Other - Performance Summary Report - 04/24/2017 COMCAST
April 24, 2017
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent, WA 98032
Re: Performance Summary Report—First Quarter 2017
Dear Mr. Moore:
Enclosed is the Performance Summary Report for First Quarter 2017. If you have any questions
about this report, please contact me at 425.741.5752.
Sincerely,
dma,4-rl-�M
Ann Svensson
Manager, Gov't&Regulatory Affairs
Enc.
cc: Terry Davis, Comcast
Dea Drake, City of Kent
RECEIVED
2017
CITY OF KENT
CITY CLERK
15815 25th Ave West Lynnwood,WA 98087 www.comcastcorporation.com
. S T PERFORMANCE STANDARDS SUMMARY
Centers of Excellence
Combined Report for the Seattle Region
Performance Standards Jan-17 Feb-17 Mar-17 1st Qtr
% of Calls Answered within 30 seconds 96% 95% 97% 95%
% Busy Signal 0.00% 0.00% 0.00% 0.00%
Number of Calls Offered 172,167 169,220 169,139 510,526
Average Speed of Answer (seconds) 8 6 6 6
Average Handle Time (seconds) 577 587 591 585
Number of Calls Abandoned by Caller 1,808 797 849 3,454
7-day Installation
(average days out) 4.97 4.52 4.45 4.64
Service Call Responsiveness
(no picture resolved in 24 hours) 41.7% 51.7%1 55.4% 49.20/6
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 2017