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Enterprise Customers' Satisfaction With Global Crossing Hits New High in Independent Survey FLORHAM PARK, N.J., March 30 /PRNewswire-FirstCall/ -- Global Crossing announced today the latest results of an independent enterprise customer satisfaction survey, covering the period from December 2003 to February 2004. The survey, which Global Crossing commissioned from Knowledge Systems and Research, Inc. (KS&R) a full service custom market research and consulting firm, measured strong growth in overall customer satisfaction and high ratings for the company's network performance, customer service center, account service team and billing support.Among the impressive results Global Crossing received: * Overall customer satisfaction jumped to 7.9 out of 10, compared to 7.3 in the previous quarter and 6.8 in the original March 2002 baseline survey. * Global Crossing received a very satisfied rating (corresponding to a score of eight, nine or 10 out of 10), from 72 percent of the customers surveyed compared to 60 percent in the previous quarter, and 43 percent in the original survey. * In four out of the seven categories rated in the survey, the company received a rating above eight out of 10, including network performance, account team support, customer service center, and billing support. Global Crossing's open management model emphasizes responsiveness in delivering services to the market, and in replying to individual client requests. The company has built its global sales and support model to match its network footprint and to deliver a consistent customer experience worldwide. All of Global Crossing's services are delivered through a streamlined global delivery model that offers customers prompt procurement and provisioning. Premier dedicated customer service is provided from state-of-the-art network operations (NOCs) and call centers worldwide on a 24-hour basis, seven days a week. This delivery model supports Global Crossing's mission to become the market leader of global data and IP services, building upon its unique network and technology advantages. Customers also benefit from Global Crossing's uCommand(R) Customer Service Portal. uCommand(R) is a unique offering that delivers 24x7 self-service autonomy to customers. This secure, private Web-based network management tool allows customers to order data services, monitor its network, create utilization reports, establish end-user and product accounts, and view monthly billing reports. Global Crossing's reliable, resilient IP network, which provides connectivity to more than 500 cities in more than 50 countries, consistently operates at high levels of availability. Global Crossing has created a secure IP-ready ecosystem based on a single autonomous system for global commerce, ideally suited to applications that enable companies to seamlessly interact with customers, employees, and partners worldwide. KS&R surveyed 257 North American and European customers by telephone and asked them to rate network services providers on a scale of one to 10 in the following areas: * Network Performance: the speed, responsiveness, availability and overall quality of customers' provider's voice and/or data networks * Account Support Team: the knowledge and consultative skills of representatives * Customer Service Center: the provider's support center, and whether representatives were knowledgeable, and resolved issues in a timely manner * Billing Support: accurate, timely and easy to understand bills * Service Activity Support: the right service(s), when promised, to meet customer needs -- including both installation and repair * Cost of the Service: the cost of the service provided Global Crossing's progress in improving customer satisfaction is impressive and demonstrates their dedication to customer service, said Elaine Hynes of KS&R. We will continue to monitor their progress, especially as the company targets new customer acquisition. KS&R has been tracking Global Crossing's enterprise customer satisfaction scores since March 2002. The survey is carried out on a quarterly basis and covers both Tier 1 and Tier 2/3 service providers. Based in Syracuse, NY, KS&R has been serving its global client base since 1983. ABOUT GLOBAL CROSSING Global Crossing provides telecommunications solutions over the world's first integrated global IP-based network. Its core network connects more than 300 cities and 30 countries worldwide, and delivers services to more than 500 major cities, 50 countries and 6 continents around the globe. The company's global sales and support model matches the network footprint and, like the network, delivers a consistent customer experience worldwide. Global Crossing IP services are global in scale, linking the world's enterprises, governments and carriers with customers, employees and partners worldwide in a secure environment that is ideally suited for IP-based business applications, allowing e-commerce to thrive. The company offers a full range of managed data and voice products including Global Crossing IP VPN Service, Global Crossing Managed Services and Global Crossing VoIP services, to more than 40 percent of the Fortune 500, as well as 700 carriers, mobile operators and ISPs. Please visit http://www.globalcrossing.com/ for more information about Global Crossing. Statements made in this press release that state the company's intentions, beliefs, expectations, or predictions for the future are forward-looking statements. These statements contain words such as anticipate, estimate, expect, project, intend, plan, believe, will, or similar expressions. Such statements are subject to known and unknown risks, uncertainties and other factors that could cause the actual results to differ materially from those contemplated by the statements, including the company's history of substantial operating losses and the fact that, in the near term, funds from operations will not satisfy cash requirements; the likelihood that the prices the company charges for its services will continue to decrease; the company's ability to continue to connect its network to incumbent carriers' networks or maintain Internet peering arrangements on favorable terms; the consequences of any inadvertent violation of the company's Network Security Agreement with the U.S. Government; the impact of actual and potential customers' bankruptcies on the company's sales prospects and results of operations; increased competition and pricing pressures resulting from technology advances and regulatory changes; competitive disadvantages relative to competitors with superior resources; the impact on the company's competitiveness of its technology choices; the company's dependence on third parties for many functions; political, legal and other risks due to the company's substantial international operations; and other risks referenced from time to time in the company's filings with the Securities and Exchange Commission. The company undertakes no duty to update information contained in this press release or in other public disclosures at any time. CONTACT GLOBAL CROSSING: Press Contacts Tisha Kresler +1 973 937 0146 [email protected] Catherine Berthier +1 212 412 4666 [email protected] Analysts/Investors Contact Mitch Burd + 1 800-836-0342 [email protected] CONTACT KNOWLEDGE SYSTEMS & RESEARCH, INC: Press Contact Elaine Hynes +1 908-479-8393 [email protected] Global Crossing CONTACT: press, Tisha Kresler, +1-973-937-0146, [email protected],or Catherine Berthier, +1-212-412-4666, [email protected], oranalysts/investors, Mitch Burd, +1-800-836-0342, [email protected], allof GLOBAL CROSSING; or press, Elaine Hynes of KNOWLEDGE SYSTEMS & RESEARCH,INC., +1-908-479-8393, [email protected], for GLOBAL CROSSING Web site: http://www.globalcrossing.com/ |