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HomeMy WebLinkAboutComcast 2nd Quarter 2009 - Performance Summary Report Comcast. Comcast Cable 15815 25th Ave West Lynnwood, WA 98087 July 30, 2009 Sent Via US Mail Ms. Lorrie Rempher Information Services Director City of Auburn 25 West Main St Auburn, WA 98001 RE: Performance Summary Report - 2nd Quarter 2009 Dear Ms Rempher: Enclosed please find the Performance Summary Report for 2nd Quarter 2009. 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, Lynnwood and Fife Call Centers Combined Report* Performance Standards Apr-09 May-09 Jun-09 2nd Quarter 90% of Calls Answered within 30 seconds 96.69% 88.88% 92.36% 92.68% 3% or less Bus Signal 0.0% 0.0% 0.0% 0.0% Number of Calls Received 983,361 955,916 962,036 2,901,313 Average Speed of Answer 0:17 0:36 0:34 0:29 Average Handle Time (Includes talk and wrap- up) 5:54 6:08 6:15 6:05 Number of Calls Abandoned b Caller 8,439 15,675 16,541 40,655 7-day Installation averse days out) 1 6.57 6.87 7.06 6.83 Service Call Responsiveness no picture resolved in 24 hours 47.9% 59.7% 53.1% 53.5% 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 2009 Ccomcast. 1Comcast Cable 5815 25th Ave West Lynnwood, WA 98087 July 30, 2009 Sent Via US Mail Ms. Lorrie Rempher Information Services Director City of Auburn 25 West Main St Auburn, WA 98001 RE: Performance Summary Report - 2nd (quarter 2009 Dear Ms Rempher: Enclosed please find the Performance Summary Report for 2nd Quarter 2009. 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 co m ca st PERFORMANCE STANDARDS SUMMARY Everett, Lynnwood and Fife Call Centers Combined Report* Performance Standards Apr-09 May-09 Jun-09 2nd Quarter 90% of Calls Answered within 30 seconds 96.69% 88.88% 92.36% 92.68% 3% or less Bus Signal 0.0% 0.0% 0.0% 0.0% Number of Calls Received 983,361 955,916 962,036 2,901,313 Average Speed of Answer 0:17 0:36 0:34 0:29 Average Handle Time (Includes talk and wrap- up) 5:54 6:08 6:15 6:05 Number of Calls Abandoned b Caller 8,439 15,675 16,541 40,655 7-day Installation averse days out 6.57 6.87 7 .06 6.83 Service Call Responsiveness no picture resolved in 24 hours) 1 47.9% 59.7% 53.1% 53.5% 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 2009