HomeMy WebLinkAboutComcast 3rd Quarter 2009 - Performance Summary Report
Ccomcast. Comcast Cable
15815 25th Ave West
Lynnwood, WA 98087
October 27, 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 ?rd Quarter 2009
Dear Ms Rempher:
Enclosed please find the Performance Summary Report for 3rd 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
CoPERFORMANCE o m ca st STANDARDS SUMMARY
Everett, Lynnwood and Fife Call Centers Combined Report*
Performance Standards Jul-09 Aug-09 Sep-09 3rd Quarter
90% of Calls Answered within 30 seconds 88.85% 90.81% 92.81% 90.82%
3% or less Bus Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 990,725 1,015,498 986,993 2,993,216
Average Speed of Answer 0:47 0:27 0:25 0:33
Average Handle Time (Includes talk and wrap-
up) 6:10 6:02 6:09 6:07
Number of Calls Abandoned b Caller 21,813 13,402 12,846 48,061
7-day Installation
(average days out 7.87 7.19 6.78 7.28
Service Call Responsiveness
no picture resolved in 24 hours) 1 49.9% 53.3% 57.4% 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 3rd Qtr 2009