HomeMy WebLinkAbout1st Quarter Comcast Perf. SummaryComcast~~
Apri127, 20v^7
Sent Via US Mail
Ms. Lorrie Rempher
City of Auburn
25 West Main St
Auburn, WA 98001
RE: Perfom~ance SuirumaryReport - 1st Quarter 2007
Comcast Cable
P.O. Box 3042
Bothell. WA 98011
Dear Ms Rempher:
Enclosed please find the Performance SurrunaryReport for 1st Quarter 2007. If you have
any questions about this report, please contact me at (425) 398-6051.
Sincerely,
C --~1
Ann Svensson
Franchise Contracts Administrator
Comcast - WA Market
Encl.
Cc: Janet L. Turpen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Michael Bradley, Bradley & Guzetta
~omcast.
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report"
Performance Standards Jan-07 Feb-07 Mar-07 1st Quarter
90% of Calls Answered within 30 seconds 85.16% 93.15% 93.57% 90.84%
3% or less Bus Si nal 3.1 % 1.2% 0.4% 1.6%
Number of Calls Received 752,832 712,958 625,603 2,091,393
Avera e S eed of Answer 0:55 0:16 0:15 0:30
Average Handle Time (Includes talk and
wra -u
5:23
5:07
5:06
5:12
Number of Calls Abandoned b Caller 26,030 6,922 6,417 39,369
7-day Installation
avera a da s out
5.64
4.81
4.83
5.09
Service Call Responsiveness
(no picture resolved in 24 hours)
83.76%
97.02%
97.14%
92.64%
Washington Market
1st Quarter 2007