HomeMy WebLinkAboutComcast Performance Summary Report - 2nd QuarterCcomcast.)
July 29, 2008
Comcast Cable
15815 25th Ave. West
Lynnwood, WA 98087
Sent Via US Mail
Ms. Lorrie Rempher
City of Auburn
25 West Main St
Auburn, WA 98001
RE: Performance Summary Report - 2nd Quarter 2008
Dear Ms Rempher:
Enclosed please find the Performance Summary Report for 2nd Quarter 2008. If you have
any questions about this report, please contact me at (425) 471-5752.
Sincerely,
Ann Svensson
Franchise Contracts Administrator
Comcast - WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Michael Bradley, Bradley & Guzetta
Coomcast
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report*
Performance Standards Apr-08 May-08 Jun-08 2nd Quarter
90% of Calls Answered within 30 seconds
3% or less Bus Signal 94.50%
0.0% 93.34%
0.0% 92.00%
0.0% 93.28%
0.0%
Number of Calls Received 713,003 645,889 722,394 2,081,286
Average Speed of Answer 0:21 0:18 0:23 0:23
Average Handle Time (Includes talk and wrap-
up) 5:26 5:25 5:27 5:26
Number of Calls Abandoned b Caller
7-day Installation 10,645 8,655 11,542 30,842
(average days out) 1 6.04 5.87 6.82 6.24
Service Call Responsiveness
no picture resolved in 24 hours 6.2% 61.7% 60.6% 61.5%