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Integra Telecom Celebrates Customer Service Week By Announcing Outstanding Customer Satisfaction Survey Results

Company Also Unveils Enhanced Monitoring System to Further Improve Industry-Leading Brand of Customer Care.

BEAVERTON, OR - October 7, 2003 – Integra Telecom, a leading provider of all-in-one communications services for small and mid-sized businesses in the West, celebrates National Customer Service Week (Oct. 6-10) with the finding that more than 90 percent of customers sampled in a recent survey were satisfied or extremely satisfied with the company’s service.

Integra also enhanced its proprietary customer care monitoring system and communication program designed to raise the bar for service standards in the telecommunications industry.

Customer Satisfaction Survey Results

The survey, conducted by Riley Research Associates, validated that Integra is fulfilling its customers’ needs and that customers identify Integra's service at levels above the average of its competitors. The survey found that 92 percent of Integra customers were somewhat to very satisfied with their service. Additionally, the average overall satisfaction rating was 8.3 (on a 1-10 scale; 10 being very satisfied). When asked to rate Integra against their competition, with 5 being equal to the average competitor, a statistically valid sample of Integra customers rated Integra at 7.9.

"In nearly 20 years of satisfaction assessment across a wide variety of industries, Integra’s scores are among the highest," said Michael J. Riley, research director of Riley Research Associates. "We rarely see the number of '10s' that we saw in the recent survey."

Additionally, the survey highlighted improvements in service when compared to a similar survey conducted in 2002. In 2003, 71 percent of Integra customers rated Integra’s service as being better than other telecom providers compared to 60 percent in 2002. Also, 82 percent of customers were somewhat to very satisfied with Integra’s service in 2002 compared to 92 percent in 2003. The results are statistically significant to within 5 percent with a 95 percent confidence level.

Enhanced Customer Care Monitoring System

To further Integra’s goal of delivering the highest level of customer service in the competitive telecommunications industry, the company launches an enhanced, web-based version of their proprietary customer experience indicator system (CEIS) this week. The system evaluates real-time performance by monitoring 20 key customer experience indicators such as: speed with which a call is answered; service installation time; billing accuracy; customer loyalty and satisfaction; and service reliability.

"We pride ourselves in going the extra mile to provide our customers with excellent service," said Dudley Slater, chief executive officer of Integra Telecom. "The improvement of our customer experience measurement system enables Integra to quickly and accurately monitor our performance. It is a one-of-a-kind system in the industry and a major competitive advantage in the marketplace because it provides instant feedback on how we are performing relative to our mission of leading the industry in providing quality, user-friendly service."

CEIS provides an important enhancement to Integra’s value proposition of providing industry leading service at a competitive price. Integra believes that the combined value of operating its own proprietary network, serving customers with skilled local employees through a dedicated relationship and providing an ‘all in one’ solution on a single, easy to read bill at a competitive price adds up to a superior overall value proposition.

"Integra has always relied on our customers' satisfaction rating and loyalty as key benchmarks in our pursuit to lead the industry in quality, user-friendly service," Slater remarked. "However, we continue to be our harshest critic, and to keep ourselves honest, we have begun to regularly share our service statistics and independent survey results directly with our customers. These results are currently being sent to customers in the form of a Report Card."

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