Qwest Communications Tops List In The 2007 American Customer Satisfaction Index Survey
Qwest Ties for Industry’s Top Spot in Customer Satisfaction
The University of Michigan released its 2007 American Customer Satisfaction Index (ACSI) survey for fixed line telephone companies today, showing that Qwest Communications International Inc. (NYSE: Q) is tied for first in the industry for overall customer satisfaction.
“Today’s ACSI results are a great recognition that our Spirit of Service is making a difference,” said Paula Kruger, Qwest executive vice president for mass markets. “Our ACSI results have shown steady improvement over the past five years, and today is a great day for Qwest employees who made these results a reality.”
Qwest’s improvement over the past five years has skyrocketed, from an overall customer satisfaction score of 56 in 2002 (last in the industry) to 72 in 2007 (tied for first). Qwest’s number-one ranking in the industry is even more significant given that the cable companies - notably Cox and Comcast - are now included in the ACSI survey. Customer satisfaction is critically important as competition for local phone service is more intense than ever.
To create the ACSI, the National Quality Research Center conducts random telephone surveys with residential customers. Customers rate their satisfaction and are surveyed about their expectations and experiences of value and quality with the products and services they have purchased. Consumer models are generated from the customer responses and are used to predict customer loyalty.
Sales of the measured companies constitute about 50 percent of the U.S. Gross Domestic Product. The first ACSI was released in October 1994. Since then, it has been released quarterly, with one or two of the seven economic sectors measured updated each quarter.
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