HomeMy WebLinkAboutComcast - 3rd Qtr 2010 - Performance Summary Report
Comcast® Comcast Cable
15815 25th Ave West
Lynnwood, WA 98087
October 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 - 3rd Quarter 2010
Dear Ms Rempher:
Enclosed please find the Performance Summary Report for 3rd 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, Corncwt
Ken Rhoades, Comcast
Terry Davis, Comcast
Michael Bradley, Bradley & Guzetta
PERFORMANCE STANDARDS SUMMARY
cc S t Everett, Lynnwood and Fife Call Centers Combined Report*
Foorless formance Standards )u1-10 Aug-10 Sep-10 3rd Quarter
Answered within 30 seconds 91.32% 92.90% 90.02% 91.22%
s Signal 0.0% 0.0% 0 .0% 0.0%
Number of Calls Received 826,232 917,335 959,922 2,703,489
Avers e Speed of Answer 0:38 0:34 0:50 0:41
Average Handle Time (Includes talk and wrap-
6:13 6:39 6:43 6:31
up)
Number of Calls Abandoned b Caller 9,165 13,005 16,182 38,352
7-day Installation
averse days out 6.24 5.36 5.05 5.55
Service Call Responsiveness 54.3%
no picture resolved in 24 hours 52.6% 54.1% 56.1% 1
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 2010