News Releases

News Releases
Customers Save Over $7 Million with Qwest Promise of Value?

DENVER, April 1, 2004 ? Qwest Communications Inc. (NYSE: Q) today announced that its Promise of Value will save customers more than $7 million this year. Since the Qwest Promise of Value program began in December of 2003, it has advised thousands of customers on how they can save money on their monthly bills. The program, which provides Qwest customers with the peace of mind that they are getting the best value available from Qwest, is already saving more than 90,000 customers over $80 per year, on average, with some customers saving substantially more.

?As a pilot, I work in a customer service industry, so I appreciate what it takes to make customers happy," said Gordon McQueen, of Loveland, Colorado. "We had a very pleasant experience when a Qwest technician installed DSL in our home. He not only completed the job with expert precision, but he worked hard to show his pride in Qwest and leave a good impression with me... which he did!"

The Qwest Promise of Value and other service initiatives have had a significant impact on customer satisfaction over the last several months. Qwest?s continued focus on key priorities, such as performance, reliability and customer service, drove a nearly 10 percent increase in overall customer satisfaction in the last year, according to Qwest?s own customer satisfaction survey. The company has an ambitious goal to improve an additional 15 percent by the end of this year. In addition, customers who are familiar with the Qwest Promise of Value are 25 percent more satisfied than customers were a year ago.

?We've seen improvement in our customer satisfaction results because of our employees? commitment to implement clear actions and direct solutions to drive service excellence,? said Paula Kruger, Qwest executive vice president, consumer markets group. ?As a result, we are very pleased with the positive feedback many Qwest customers have shared in recent months and will continue to work hard to set Qwest apart from the competition.?

Continuing a four-year trend, the company also saw improvement in the areas of installation and maintenance of telecommunications services. In the 14-state region where Qwest provides local service, service data for 2003 showed the best results in as many as eight years in key areas for residential and small-business customers:

  • More than 99 percent of Qwest's installation commitments were met on time ? the best results in eight years;
  • More than 96 percent of total repair commitments were met on time ? the best results in eight years;
  • Repeat repairs within 30 days decreased nearly nine percent from the same time last year;
  • Nearly 89 percent of service outages in Qwest's territory were repaired in less than 24 hours;
  • At the end of December 2003, the number of customers who had been waiting more than 30 days for the installation of their first telephone line remained at some of the lowest levels on record.

Commitment Continues With New Retail Locations

This year, Qwest is implementing numerous measures to make it easy for customers to do business with the company for all their communications needs. Qwest recently introduced MyAccount, which includes several enhanced Web-based customer service and sales tools, and continues its efforts to reduce call transfers through improved training.

This month, new retail stores will open in Colorado, making Qwest the only communications provider that offers personal assistance for a full spectrum of communications choices all in one place. Customers will be able to sample products and talk to experts about Qwest wireless, high-speed Internet service, home phone packages and long-distance service. Three stores will open in the Denver metro area in the coming weeks: Cherry Creek Shopping Center, Park Meadows, and FlatIron Crossing.

Qwest will consider retail opportunities in additional markets throughout the year. Customers can contact Qwest at or 1-800-244-1111.

About Qwest

Qwest Communications International Inc. (NYSE: Q) is a leading provider of voice, video and data services to more than 25 million customers. The company?s 47,000 employees are committed to the ?Spirit of Service? and providing world-class services that exceed customers? expectations for quality, value and reliability. For more information, please visit the Qwest Web site at

Forward Looking Statement Note

This release may contain projections and other forward-looking statements that involve risks and uncertainties. These statements may differ materially from actual future events or results. Readers are referred to the documents filed by us with the Securities and Exchange Commission, specifically the most recent reports which identify important risk factors that could cause actual results to differ from those contained in the forward-looking statements, including but not limited to: the duration and extent of the current economic downturn in our 14-state local service area, including its effect on our customers and suppliers; access line losses due to increased competition, including from technology substitution of our access lines with wireless and cable alternatives; our substantial indebtedness, and our inability to complete any efforts to de-lever our balance sheet through asset sales or other transactions; any adverse outcome of the SEC's current investigation into our accounting policies, practices and procedures and certain transactions; any adverse outcome of the current investigation by the U.S. Attorney's office in Denver into certain matters relating to us; adverse results of increased review and scrutiny by Congress, regulatory authorities, media and others (including any internal analyses) of financial reporting issues and practices or otherwise; further delays in making required public filings with the SEC; rapid and significant changes in technology and markets; any adverse developments in commercial disputes or legal proceedings, including any adverse outcome of current or future legal proceedings related to matters that are the subject of governmental investigations, and, to the extent not covered by insurance, if any, our inability to satisfy any resulting obligations from funds available to us, if any; potential fluctuations in quarterly results; volatility of our stock price; intense competition in the markets in which we compete including the likelihood of certain of our competitors emerging from bankruptcy court protection or otherwise reorganizing their capital structure and competing effectively against us; changes in demand for our products and services; acceleration of the deployment of advanced new services, such as broadband data, wireless and video services, which could require substantial expenditure of financial and other resources in excess of contemplated levels; higher than anticipated employee levels, capital expenditures and operating expenses; adverse changes in the regulatory or legislative environment affecting our business; and changes in the outcome of future events from the assumed outcome included in our significant accounting policies.

The information contained in this release is a statement of Qwest's present intention, belief or expectation and is based upon, among other things, the existing regulatory environment, industry conditions, market conditions and prices, the economy in general and Qwest's assumptions. Qwest may change its intention, belief or expectation, at any time and without notice, based upon any changes in such factors, in Qwest's assumptions or otherwise. The cautionary statements contained or referred to in this release should be considered in connection with any subsequent written or oral forward-looking statements that Qwest or persons acting on its behalf may issue. This release may include analysts' estimates and other information prepared by third parties for which Qwest assumes no responsibility.

Qwest undertakes no obligation to review or confirm analysts' expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.

By including any information in this release, Qwest does not necessarily acknowledge that disclosure of such information is required by applicable law or that the information is material.

The Qwest logo is a registered trademark of, and CyberCenter is a service mark of, Qwest Communications International Inc. in the U.S. and certain other countries.


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