HomeMy WebLinkAboutComcast 4th Quarter 2006 Performance Summary ReportCo m ea st~~~ Comcast Cable
P 0. Box 3042
Bothell, WA 98041
January 30, 2007
Sent Via US Mail
Ms. Londe Rempher
City of Aubur-:
25 West Main St
Auburn, WA 98001
RE: Performance SwninaryReport - 4th Quarter 2006
Dear Ms Rempher:
Enclosed please find the Performance Su>nmaryReport for 4th Quarter 2006. If you have
any questions about this report, please contact >ne at (425) 398-6051.
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
Comcast.
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report`
Performance Standards Oct-07 Nov-07 Dec-07 4th QTR
90% of Calls Answered within 30 seconds 85.35% 94.19% 92.25% 90.72%
3% or less Bus Si nal 1.38% 0.95% 3.11 % 1.81
Number of Calls Received 685,883 685,300 890,061 2,261,244
Avers e S eed of Answer 0:49 1:03 0:53 0:55
Average Handle Time (Includes talk and
wra -u
5:17
5:20
5:11
5:16
Number of Calls Abandoned b Caller 19,246 24,149 28,988 72,383
7-day Installation
avers a da s out 6.41 5.73 5.86 6
Service Call Responsiveness
(r~r.~ ~~ic,tiu~= rt~~lvE~~i in :' 1 Ii~iu~~s) 92.54% 91.02% 85.58% 89.71
