News Release

Verizon Wireless Leads the Industry in Customer Satisfaction, According to American Customer Satisfaction Index

Nation's Leading Provider Comes Out on Top in Prominent National Index; ACSI Ranking Adds to Long List of Customer Service Accolades

June 2, 2004

Tom Pica
Thomas.Pica@VerizonWireless.com
908-306-4385

BEDMINSTER, NJ — Verizon Wireless, operator of the nation's most reliable wireless network, ranks highest among major U.S. wireless service providers for customer satisfaction, based on the latest American Customer Satisfaction Index (ACSI) released today.

"We're pleased that Verizon Wireless clearly ranks as the leader in wireless service and customer satisfaction in this latest survey. Verizon Wireless regularly scores highest in surveys of wireless users across the country — our industry-leading customer growth attests to that leadership and our customers' satisfaction with us," said Lowell McAdam, executive vice president and chief operating officer of Verizon Wireless. "Nonetheless, we recognize there is more to do. We are committed to providing our customers the highest level of satisfaction and setting the standard for the wireless industry."

As part of its commitment to customer service, Verizon Wireless last year expanded its customer service operations nationwide by 1,600 employees, and opened a state-of-the art facility in Murfreesboro, Tenn. to assist wireless customers who want to switch carriers and take their phone number with them. The ACSI ranking was announced one week after federal regulations took affect permitting wireless users in all markets nationwide to switch wireless providers while retaining their phone numbers. The ruling, known as local number portability (LNP), took effect in 100 major markets last year, and took effect nationwide May 24.

In addition, earlier this year three other research organizations recognized Verizon Wireless as the industry leader in customer service satisfaction. A survey of 1,000 wireless users conducted by Strategy Analytics concluded "Verizon [Wireless] sets a daunting benchmark for its competition, achieving class-leading ratings for service quality and customer care." Vocal Laboratories recently reported Verizon Wireless was once again the "clear winner in customer service quality, gaining an 'A' ranking in caller satisfaction." And the Yankee Group studied the discriminating buying habits of businesses and business users and found Verizon Wireless has the market share lead for all business users among the six national wireless carriers.

Verizon Wireless has been recognized consistently as the leader in the U.S. wireless industry, not only for its customer service, but also for its network coverage, products and services. A list of awards and recognition can be found at http://www.verizonwireless.com/b2c/aboutUs/awards.jsp.  

For more information on Verizon Wireless' products and services, please visit www.verizonwireless.com.  

About Verizon Wireless
Verizon Wireless is the nation's leading provider of wireless communications. The company has the largest nationwide wireless voice and data network and 39 million customers. Headquartered in Bedminster, NJ, Verizon Wireless is a joint venture of Verizon Communications (NYSE:VZ) and Vodafone (NYSE and LSE: VOD). Find more information on the Web at www.verizonwireless.com. To receive broadcast-quality video footage of Verizon Wireless operations, log onto www.thenewsmarket.com/verizonwireless.  

About the American Customer Satisfaction Index
Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience. A powerful economic indicator, the ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies. The ACSI is produced through a partnership of the University of Michigan Business School, the American Society for Quality (ASQ), and the international consulting firm, CFI Group. ForeSee Results sponsors the e-commerce and e-business measurements and Market Strategies, Inc., is a major corporate sponsor of the ACSI. The ACSI is funded in part by corporate subscribers who receive industry benchmarking data and company-specific information about financial returns from improving customer satisfaction.

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