BellSouth Ranks First in Local Customer Satisfaction According to the Yankee Group's Technologically Advanced Family Survey.

Business Editors/High-Tech Writers

BOSTON--(BUSINESS WIRE)--Dec. 9, 2003

The Yankee Group's 2003 Technologically Advanced Family(R) (TAF(R)) survey ranks BellSouth number one in overall local customer satisfaction compared to its industry peers. Conducted by the Yankee Group since 1985, TAF measures product demand, consumer perception, and overall technology trends across more than 100 technology and communications products and services.

In this year's survey, customers of local phone companies rated their providers based on 12 metrics, including access to customer service and value of service provided. BellSouth ranked first in 11 of the 12 customer satisfaction categories. BellSouth excelled in service reliability, professional personnel, quick access to customer service, and timely problem solving.

"Customers today enjoy more choice in local calling than ever before," says Kate Griffin, Yankee Group Consumer Technologies & Services senior analyst. "In the face of increasing competition, maintaining a high level of customer satisfaction is crucial for the RBOCs. New entrants to the local voice market are gaining market share and challenging RBOCs on all levels, including customer satisfaction. As wireless, cable and interexchange carriers vie for the same local customers, incumbent service providers must maintain high customer satisfaction metrics to protect their core base. Customer satisfaction is the first step in building customer loyalty."

These customer satisfaction ratings are discussed at length in an upcoming Yankee Group publication. This report, available to clients of the Yankee Group's Consumer Technologies & Services advisory service, will examine customer satisfaction performance across the local, long-distance, wireless and cable categories and review trends and results from selected companies.

NOTE TO EDITORS

For interviews, contact Kate Griffin, [e-mail].

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Kim Vranas, director of marketing, 617-880-0214, [e-mail].

The Yankee Group (http://www.yankeegroup.com)

The Yankee Group is the global leader in communications & networking research and consulting. The company helps businesses understand the opportunities, risks, and competitive pressures of developing, deploying, and consuming products and services that drive communication or information exchange. Now in its fourth decade, the Yankee Group is based in Boston with offices throughout North America, Europe, Latin America, and the Pacific Rim.