HomeMy WebLinkAboutComcast Performance Summary Report - 4th Quarter 2009
Comcast Cable
Ccomcasta 15815 25th Ave West
Lynnwood, WA 98087
January 28, 2010
Sent Via US Mail
Ms. Lorrie Rempher
Information Services Director
City of Auburn
25 West Main St
Auburn, WA 98001
RE: Performance Summary Report - 4th Quarter 2009
Dear Ms Rempher:
Enclosed please find the Performance Summary Report for 4th 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
Ccomcast PERFORMANCE STANDARDS SUMMARY
Everett, Lynnwood and Fife Call Centers Combined Report*
Performance Standards Oct-09 Nov-09 Dec-09 4th Quarter
90% of Calls Answered within 30 seconds 86.36% 91.56% 93.57% 90.46%
3% or less Bus Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 995,570 1,024,939 906,001 2,926,510
Average Speed of Answer 0:54 0:59 0:34 0:49
Average Handle Time (Includes talk and wrap-
up) 6:24 6:25 6:17 6:22
Number of Calls Abandoned b Caller 28,689 31,077 13,139 72,905
7-day Installation
averse days out) 1 5.59 5.59 6.02 5.73
Service Call Responsiveness
no picture resolved in 24 hours 64.8% 61.2% 58.8% 61.6%
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.
x
Confidential and Proprietary 4th Qtr 2009