Satmetrix Press Release

Time Warner Cable's Road Runner Tops First Net Promoter Telecommunications Industry Research
Satmetrix Reveals the Best and the Worst of the US Telecommunications Community

FOSTER CITY, Calif., — June 7, 2006 — Satmetrix Systems, Inc., the leading enterprise customer experience management (CEM) company and co-developer of the Net Promoter® Score, today unveiled the findings of the "Net Promoter Industry Report 2006: Telecommunications©", identifying the best and the worst Net Promoter rankings within the US telecommunications industry. The report compares 33 organizations from across the sector, and reveals which company's customers are most likely to recommend them and drive further business growth.

Road Runner, a high speed broadband service provider owned by Time Warner Cable, topped the inaugural report, with a Net Promoter Score of 56%. The research was conducted and validated by Satmetrix and reveals the Net Promoter Scores of the 33 top US telecommunications organizations.

A company’s Net Promoter Score, a metric created by loyalty expert Fred Reichheld of Bain & Co. and Satmetrix, is based on actual customer feedback data and links a customer’s experience to profitable growth. Customers are asked to respond to the simple and radical question: How likely is it that you would recommend us to a friend or colleague? It allows companies to track promoters (customers who have a favorable view of doing business with the company and who will actively promote it) and detractors (customers who have a negative view and will tell colleagues, encouraging potential customers to take their business elsewhere). The Net Promoter Score produces the single most reliable indicator of a company’s ability to grow by measuring an organization’s performance in its customers’ eyes.

Among the telecommunications companies studied, the report shows that Road Runner has the highest Net Promoter Score of all companies surveyed. Road Runner's detractors equal 10%, passives equal 25%, and promoters equal 65%. The company with the lowest Net Promoter Score within this report has less than half the percentage of promoters as Road Runner, and more than five times the percentage of detractors.

Respondents who commented on Road Runner identified the following items as having the biggest impact on their likelihood to recommend the company to others:

• product/service delivery
• ease of use/user friendliness
• speed of connection
• sales/buying experience
• on-line services
• billing
• ease of doing business

"The telecommunications industry has been converging in the last few years with merger and acquisition activity disrupting the industry and putting companies at risk of losing their customer base," said Dr. Laura Brooks, vice president of research and business consulting at Satmetrix Systems, Inc. "By keeping a close eye on its Net Promoter Score, a company can manage change more effectively, and both retain its most valuable customers and attract new ones."

The results of the Net Promoter Industry Report 2006: Telecommunications are based on actual responses from customers regarding their experiences with a particular provider. An email invitation explains the purpose of the survey, offers an incentive for participating, and provides a link that allows individuals to click through to the Satmetrix survey site. All respondents are familiar with the products and services that are the subject of the survey, having purchased them as a private consumer. Company names are standardized across the report to capture accurate ratings for each company. The study was fielded during the first half of 2005.

The full report can be purchased online: http://www.netpromoter.com/reports/index.php.

About Net Promoter®
Net Promoter® is more than a metric to measure customer experience and profitable growth --Net Promoter® is a discipline by which companies profitably grow by focusing on their customers.

Widely adopted, it is co-developed with Fred Reichheld, Director Emeritus of Bain & Company and published in Harvard Business Review. Many leading companies such as GE have adopted Net Promoter as a standard. Further independent studies of Net Promoter, such as the one recently released by researchers at the Enterprise London School of Economics, have further proven the financial impact of Net Promoter. Satmetrix continues to develop and refine Net Promoter best practices for the Net Promoter community. For more information visit http://www.netpromoter.com/.

About Satmetrix

Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading enterprise customer experience management (CEM) company. Satmetrix’ software delivers continuous customer experience feedback and insights to drive actions from all employees that vastly improve customer loyalty and financial performance. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter® metric with Fred Reichheld, Bain Fellow and director emeritus. For more information about Satmetrix Systems, please call 650-227-8300 or visit www.satmetrix.com.

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