SIOUX FALLS, S.D., April 17, 2002 ? Qwest Communications International Inc. (NYSE:Q) today said a new Federal Communications Commission (FCC) report shows the company?s overall customer service is superior to the other 11 major local service providers in the United States. Qwest also announced the seventh consecutive quarter of strong service improvements in South Dakota for the first quarter of 2002 in key areas of installation and repair for residential and small-business customers.
?Once again, independent government reports show that our service is not only improving, it?s leading the industry,? said Afshin Mohebbi, Qwest president and chief operating officer. ?Our focus will not change ? we?re going to keep working to provide the best service in the country.?
The FCC?s newly released Automated Reporting Management Information System (ARMIS) report for 2001 shows that, overall, Qwest finished first among the companies surveyed. The report is the most authoritative and objective source of competitive comparisons among the nation?s largest local telephone companies and contains statistics on service quality. The report also finds:
- Qwest finishes first in three categories, including having the shortest average installation intervals for residential customers;
- Qwest finishes second in two categories, including having the second shortest residential repeat repair intervals;
- Qwest finishes third in residential out-of-service repair intervals;
- Qwest finishes in the top half of 15 of 16 categories, a 36 percent improvement over 2000;
- Both residential and business installation commitments improve for the fourth consecutive year.
This marks the second FCC report recognizing Qwest?s dramatic customer service improvements. In December 2001, the FCC issued its ?Quality of Service of the Local Operating Companies? report, which 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.
The company also released data for the first quarter of 2002 showing the best results in South Dakota in as many as seven years in key areas for residential and small-business customers:
- More than 99 percent of customer installation commitments were met on time ? the best first quarter results in three years;
- Nearly 98 percent of total repair commitments were met on time;
- Repeat repairs within 30 days decreased by nearly 17 percent from a year ago;
- Nearly 95 percent of service outages were repaired in less than 24 hours ? an improvement of more than two percent over the same time a year ago ? the best first quarter customer service results in seven years;
- At the end of March 2002, no customer in South Dakota waited more than 30 days for the installation of the first telephone line.
For Qwest?s effort to re-enter the regional long-distance business, the company said its wholesale service quality is comparable or better on key performance measures than that of Verizon and SBC Communications, whose long-distance applications for New York, Texas and eight other states have been approved by the FCC. Nearly 94 percent of the wholesale performance indicators that Qwest measures monthly to support its re-entry into the long-distance business meet or exceed either the benchmark standard or are at parity with retail measurements.
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.
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