HomeMy WebLinkAboutComcast Performance Summary Report - 1st QuarterCcomcast,
Apr] 29, 2008
Sent Via US Mail
Ms. Lome Rempher
City of Auburn
25 West Main St
Auburn, WA 98001
RE: Performance Suminary Report - 1st Quarter 2008
Comcast Cable
15815 25th Ave- West
Lynnwood, WA 98087
Dear Ms Rempher:
Enclosed please find the Performance Su nrnary Report for 1st Quarter 2008. If you have
any questions about this report, please contact me at (425) 471-5752.
Sincerely,
Arin Svensson
Franchise Contracts Administrator
C'.omcast - WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terr}, Davis, Comcast
titichael Bradley, Bradley & GuZetta
PERFORMANCE STANDARDS SUMMARY
oomcast Everett and Fife Call Centers Combined Report*
Performance Standards )an-08 Feb-08 Mar-08 I st Quarter
90% of Calls Answered within 30 seconds 85.67% 92.27% 94.73% 90.58%
3% or less Bus Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 697,088 704,705 665,673 2,067,466
Average Speed of Answer 0:38 0:13 0:18 0:23
Average Handle Time (Includes talk and wrap-
up)
5:33
5:24
5:24
5:25
Number of Calls Abandoned b Caller 19,228 6,555 8,114 33,897
7-day Installation
averse days out) 1
5.59
5.73
5.43
5.59
Service Call Responsiveness
no picture resolved in 24 hours) 1
70%
69%
68%
69%
