HomeMy WebLinkAboutComcast - Performance Summary Report - 1st Qtr 2010
Comcast., Comcast Cable
15815 25th Ave West
Lynnwood, WA 98087
April 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 Repoil 1st Qua;ler 2010
Dear Ms Rempher:
Enclosed please find the Performance Summary Report for 1 st Quarter 2010. 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
PERFORMANCE STANDARDS SUMMARY
C~ Everett, Lynnwood and Fife Call Centers Combined Report*
com
Performance Standards Jan-10 Feb-10 Mar-10 1 st Quarter
90% of Calls Answered within 30 seconds 85.23% 97.17% 96.53% 92.96%
13% or less Bus Signal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 960,580 879,561 809,730 2,649,871
Avers e Speed of Answer 1:24 0:28 0:25 0:45
Average Handle Time (Includes talk and wrap-
up) 6:19 5:59 6:05 6:07
Number of Calls Abandoned b Caller 32,297 10,224 7,010 49,531
7-day Installation
averse days out 5.65 5.44 5.23 5.44
Service Call Responsiveness
Ino picture resolved in 24 hours 72.3% 72.3% 70.0% 71.5%
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 1 st Qtr 2010