Study: Qwest customer satisfaction up
By Will Shanley, Denver Post Staff Writer
Wednesday, May 18, 2005

Qwest improved its customer-satisfaction rating in the first quarter of this year to pull close to its industry peers, according to a University of Michigan study released Tuesday.

On a scale of one to 100, Qwest scored a 69, up from a 64 for the first quarter of 2004. The average score for the telecommunications industry declined by one point to 70 for the quarter.

The Denver-based regional Bell showed the largest improvement in customer satisfaction of any company in the telecom industry.

Verizon, AT&T and BellSouth all experienced declines in overall customer satisfaction.

"The commitment from our employees to give customers what they want has really taken off," said Qwest spokesman Michael Dunne.

Qwest's customer satisfaction rating plunged 27 percent from 1994 to 2002, largely because of problems associated with its 2000 merger with US West, the report said. The negative effects of the merger "appear to be dissipating," the report said.

The American Customer Satisfaction Index rating is published quarterly by the Michigan Business School. Researchers conducted telephone surveys with 250 customers from each company and calculated a composite score.

Staff writer Will Shanley can be reached at 303-820-1473 or wshanley@denverpost.com.