SHEN » Topics » Overall rating of NTCs Customer Service

This excerpt taken from the SHEN 8-K filed May 4, 2005.

Overall rating of NTC’s
Customer Service

27.2%

29.7%

43.0%

3.23

Returns your calls promptly

20.8%

28.2%

51.0%

3.39

Ease of reaching customer service

21.4%

25.4%

53.1%

3.42

Ability to correct problems

16.0%

19.8%

64.2%

3.67

Treats you with respect

14.7%

20.8%

64.5%

3.72

Transfers you to correct person

13.2%

20.5%

66.3%

3.77

Politeness and courteousness

Score of

1 & 2

Score
of  3

Score of

5 & 4

Mean
Average

Source:  Polk-Lepson Research Group

Rating:  5 -Excellent      4 -Very Good    3-Average     2- Needs Improvement    1 - Poor

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