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Cox receives J.D. Power and Associates honor 08-01-2005
For Third Consecutive Year, Cox Receives J.D. Power and Associates Highest Honor in Telephone Customer Satisfaction in the West* ATLANTA – July 22 2005 – Cox Communications Inc., the largest cable telephony provider in the nation, announced today that it received the highest honor in J.D. Power and Associates 2005 Residential All-Distance Telephone Customer Satisfaction StudySM in the West Region. In 2003 and 2004, Cox was ranked highest in overall satisfaction for residential local telephone service in the West. This year’s study is the first that measures customer satisfaction with both local and long distance telephone service from the same provider. “As Cox enters its eighth year as a provider of lifeline telephone services, the message our customers send to us via the J.D. Power and Associates findings, and through everyday experiences in our communities, is one of satisfaction with the savings, simplicity and convenience that we provide,” said David Pugliese, Cox’s vice president of product marketing and management. “Our customers recognize the value of having one provider for all their communications needs and continue to trust Cox to provide high-quality, customer-focused services, such as Cox Digital Telephone.” Cox received the highest score of any provider in the inaugural year of the J.D. Power and Associates Residential All-Distance Telephone Study and ranks highest in all six factors that measure overall satisfaction: performance and reliability; customer service; billing; company image; offerings and promotions; and cost of service – scoring 110 index points higher than the Western average. For the third year in a row, Cox is the only cable company to receive a top regional ranking in the study. In greater detail, the J.D. Power and Associates Study showed that Cox customers reported high scores in convenience of having multiple telecom services on one bill; high call clarity; ease of contacting customers service and knowledge of customer service representatives; willingness of Cox to stand behind the service it sells; as well as beliefs that Cox is honest, highly reputable and highly committed to the community it serves. Although Cox offers telephone service in 17 markets across the country, it was included only in the Western Region telephone service study due to its high market share in this region. The Western Region makes up the largest geographic region of the national studies. Cox’s score was the highest of any regional award recipient. Cox Digital Telephone is a lifeline service with more than 1.4 million residential customers and 140,000 business locations. Cox has long provided Enhanced 911 (E911) as a standard service in all of its telephone markets, enabling the company to deliver a subscriber’s location and call back number automatically to local 911 emergency services personnel. * Study conducted among 10,292 customers who receive their local and long distance service from one provider. The West region includes 16 states.
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