HomeMy WebLinkAbout4th Quarter Comcast perf. Summary 2007Comcast,
January 29, 2008
Sent Via US Mail
Ms. Lorrie Rempher
Clty Of AUbUril
25 West Main St
Auburn, WA 98001
RE: Performance SturJmary Report - 4th Quaver 2007
Comcast Cabie
15815 25th Ave. West
Lynnwood, WA 98087
Dear Ms Rempher:
Enclosed please find the Performance Sutrunary Report for 4th Quarter 2007. If you have
any questions about this report, please contact me at (425) 471-5752.
Sulcerel}r,
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C-~t~u~- ~~-,
Ann Svensson
Franchise Contracts AdJninistrator
Comcast - WA Market
E ncl,
Cc: Janet L. Tureen, Comcast
Ken Rhoades, Comcast
Terry Davis, Comcast
Michael Iiradle}', Bradley & Guzetta
Comcast,
PERFORMANCE STANDARDS SUMMARY
Everett and Fife Call Centers Combined Report'
Performance Standards Oct-07 Nov-07 Dec-07 4th Quarter
90% of Calls Answered within 30 seconds 89.42% 93.37% 90.50% 90.92%
3% or less Bus Si nal 0.0% 0.0% 0.0% 0.0%
Number of Calls Received 710,025 686,234 702,241 2,098,500
Avers e S eed of Answer 0:44 0:10 0:23 0:25
Average Handle Time (Includes talk and
wra -u
5:39
5:23
5:30
5:30
Number of Calls Abandoned b Caller 20,876 5,304 10,599 36,779
7-day Installation
avers a da s out
5.58
5.02
5.69
5.43
Service Call Responsiveness
(no picture resolved in 24 hours)
64.73%
65.63",0
57.92''4,
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Washington Market
4th Quarter 2007