Qwest Communications Drives Dramatic Customer Satisfaction Gains in the 2005 American Customer Satisfaction Index Survey

The University of Michigan released its 2005 American CustomerSatisfaction Index (ACSI) survey for telecommunications companiestoday, showing that Qwest Communications (NYSE: Q) produced thestrongest year-over-year gain in customer satisfaction in theindustry. Qwest improved its overall satisfaction score from a 64 in2004 to a 69 in 2005. Qwest's overall score placed it in a statistical"dead heat" with other telecom providers.

"Today's ACSI results are a confirmation that our Spirit ofService initiatives are working," said Joan Walker, Qwest executivevice president of corporate marketing and communications. "We haveconsistently ranked at the top of the industry in terms of deliveringquality service to customers and now that is translating tosignificantly increased customer satisfaction."

Qwest not only produced the most significant improvement in theindustry, but bucked the industry trend of declining ACSI scores in2005. Verizon, AT&T and BellSouth all experienced declines in theiroverall score in this year's survey and the industry average decreasedone point, from 71 to 70. Of particular note, Qwest's year-over-yearincrease in its customer-loyalty score showed "best-in-class"performance. Customer loyalty is becoming increasingly important ascompetition for local phone service increases.

To create the ACSI, the National Quality Research Center conductsquarterly telephone surveys with residential customers. Customers ratetheir satisfaction and are surveyed about their expectations andexperiences of value and quality with the products and services theyhave purchased. Consumer models are generated from the customerresponses and are used to predict customer loyalty.

Sales of the measured companies constitute 30 to 40 percent of theU.S. Gross Domestic Product. The first ACSI was released in October1994. Since then, it has been released quarterly, with one or two ofthe seven economic sectors measured updated each quarter.

Details about ACSI's survey for the fixed-line telephone industryand Qwest's performance can be found athttp://www.theacsi.org/scores_commentaries/commentaries/Q1_05_comm.htm

About Qwest

Qwest Communications International Inc. (NYSE: Q) is a leadingprovider of voice, video and data services. With more than 40,000employees, Qwest is committed to the "Spirit of Service" and providingworld-class services that exceed customers' expectations for quality,value and reliability. For more information, please visit the QwestWeb site at www.qwest.com.

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