DENVER, Sept. 19, 2007 - Qwest Communications International Inc. (NYSE: Q) today announced it outperformed its broadband competitors and now ranks highest in customer satisfaction among high-speed Internet service providers (ISPs) in the West region, as measured by J.D. Power and Associates.
The J.D. Power and Associates 2007 Internet Service Provider Residential Customer Satisfaction StudySM validates key drivers of customer satisfaction for residential Internet service in both the dial-up and high-speed market segments, and compares and contrasts the satisfaction and usage performance among the top ISPs within each segment.
"Qwest's reliable broadband service and our guaranteed price for life are two reasons we believe Qwest ranks highest when it comes to customer satisfaction," said Paula Kruger, Qwest executive vice president of mass markets. "Not only does Qwest offer customers the best broadband service in the region, we back it with speed, performance and our Spirit of Service."
Qwest's overall customer satisfaction index ranking of 697 is first out of nine providers in the West, and is 22 points higher than the region's high-speed segment average, making Qwest statistically significantly above average in the West.
The study ranks providers on seven factors, including performance and reliability, image, cost of service, billing, customer service/technical support, offerings and promotions and e-mail services. Of these, price- and performance-related factors account for 54 percent of the index weight; Qwest rated highest in two of those factors (performance and reliability and cost of service).
Qwest Broadband not only provides three speed tiers to meet customers' Internet needs, it also offers customers features and options to expand the value of their service.
- The Qwest Price for Life Guarantee ensures customers pay one low, monthly price for their broadband service-for as long as they have the service. Price for Life is available to new and current Qwest Broadband customers who sign a two-year agreement.
- Qwest's 100 percent satisfaction guarantee proves Qwest's confidence in the value and performance of Qwest Broadband. Customers can try the service for 30 days, and if they are not 100 percent satisfied, Qwest will credit their accounts for their regular monthly charges.
- Qwest is the first communications provider in the U.S. to collaborate with Microsoft and offer Windows Live services, the intuitive, customizable portal that keeps Qwest Broadband customers informed, connected and protected online. With included features like Windows Live OneCareTM, the all-in-one PC protection and optimization program; a new qwest.live.com home page; and Qwest Mail by Windows Live, a new, more powerful e-mail platform; Windows Live from Qwest brings customers' online worlds together in one, easy-to-use place.
Qwest offers a unique and powerful combination of managed voice and data solutions for businesses, government agencies and consumers – locally and throughout the country. Customers coast to coast are turning to Qwest's industry-leading national fiber optic network and its Spirit of Service for quality products and superior customer experience. Qwest is a participant in Networx, the largest communications services contract in the world, to provide leading-edge voice, data and video services. For more information on Qwest, and its various operating subsidiaries, please go to www.qwest.com. For information about the products and services Qwest is offering in the Networx contract, visit www.gsanetworx.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.