DENVER, December 5, 2001 ? A report issued today by the Federal Communications Commission confirmed Qwest Communications International Inc.?s (NYSE: Q) dramatic improvement in customer service during the year 2000 for installation, repair and the quality of its network. The report showed that Qwest was first among the major local service providers in four of the seven critical customer service categories measured by the FCC and that Qwest improved in six of the seven.
?We said our goal was to provide the highest-quality service in the industry, and the FCC?s report proves we are well on our way to achieving that goal,? said Afshin Mohebbi, Qwest president and chief operating officer. ?This report confirms all of our internal measurements and more importantly the fact that our customers are receiving service that?s virtually the best in the nation.?
The FCC?s ?Quality of Service of the Local Operating Companies, December 2001? is the definitive report for local service quality. It summarizes various service quality data filed by local telephone companies, serving approximately 90 percent of the nation?s access lines. The last report was issued in December, 1999.
The FCC?s data showed Qwest was first in:
- Residential installation intervals ? installing service in an average of one day.
- Residential repair satisfaction. Qwest was the only company to show an improvement over the previous year.
- Initial trouble reports per thousand lines, with the fewest in the industry. Qwest showed the most dramatic improvement over the previous year.
- Out-of-service repair intervals among the Regional Bell Operating Companies. Qwest showed the most dramatic improvement over the previous year. In fact, Qwest completed out-of-service repairs, on average, in half the time of others in the survey.
The report also showed:
- Qwest had the second highest percentage of satisfied customers on residential installation, and was one of only two companies that did not experience a dramatic decrease in customer satisfaction.
- Qwest was tied for second in the percentage of installation commitments met on time.
- While every other company surveyed showed an increase in the number of residential and business complaints per million access lines, Qwest showed a dramatic ? nearly 50 percent ? improvement.
In July, J.D. Power and Associates named Qwest number one in Residential Long Distance Customer Satisfaction among High Volume Users ? customers who spend more than $50 monthly. The ranking measures customer satisfaction across a number of key attributes including service, product quality and value, and marks a significant improvement in the company?s performance since last year.
Qwest Communications International Inc. (NYSE: Q) is a leader in reliable, scalable and secure broadband data, voice and image communications for businesses and consumers. The Qwest Macro Capacity® Fiber Network, designed with the newest optical networking equipment for speed and efficiency, spans more than 190,000 miles globally. For more information, please visit the Qwest Web site at www.qwest.com.
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 Qwest Communications International Inc. (together with its affiliates, ?Qwest?, ?we? or ?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: potential fluctuations in quarterly results; volatility of Qwest?s stock price; intense competition in the markets in which we compete; changes in demand for our products and services; the duration and extent of the current economic downturn; adverse economic conditions in the markets served by us or by companies in which we have substantial investments; dependence on new product development and 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; rapid and significant changes in technology and markets; adverse changes in the regulatory or legislative environment affecting our business, delays in our ability to provide interLATA services within our 14-state local service area; failure to maintain rights-of-way; and failure to achieve the projected synergies and financial results expected to result from the acquisition of U S WEST, and difficulties in combining the operations of the combined company. This release may include analysts? estimates and other information prepared by third parties for which we assume no responsibility. We undertake 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.
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