(EMAILWIRE.COM, August 20, 2002 ) EarthLink ranks highest in overall customer satisfaction among national and larger regional dial-up Internet service providers (ISPs) according to the J.D. Power and Associates 2002 Internet Service Provider Residential Customer Satisfaction StudySM released today. And, for the first time, three ISPs-EarthLink, RoadRunner and BellSouth-tie for highest overall customer satisfaction among customers evaluating national and larger regional high-speed ISPs.

EarthLink's top ranking among dial-up ISPs is driven by its strong scores on four of the seven factors that comprise overall customer satisfaction (performance and reliability, image, e-mail and customer service). The remaining factors are cost of service, billing, and offerings and promotions.

In the high-speed segment, EarthLink shows strong performance in the study factors of image, e-mail, and offerings and promotions. RoadRunner, which earned the top ranking in the segment in 2001, scores particularly well in 2002 in customer service and performance and reliability. BellSouth customers give the provider high marks in billing as well as performance and reliability.

"As the number of residential high-speed Internet users continues to grow, the competition to provide high levels of customer satisfaction in this segment is intensifying," said Steve Kirkeby, senior director of telecommunications at J.D. Power and Associates. "The top three carriers all performed very well across the most heavily weighted factors in the study."

At 82 percent, dial-up ISPs still comprise the vast majority of residential customers, but high-speed subscriptions continue to grow, increasing from 13 percent in 2001 to 18 percent in 2002. However, the study finds that overall satisfaction of dial-up subscribers has risen in 2002, while satisfaction among high-speed subscribers is down significantly. In fact, the number of high-speed subscribers who intend to switch providers is increasing at a faster rate than among dial-up customers.

"While price is the number one issue when switching ISPs, other factors like performance, reliability and customer service continue to outweigh price in determining overall satisfaction and customer retention of both dial-up and high-speed subscribers," said Kirkeby. "Satisfaction with their current ISP over a previous ISP increased by 10 percent for dial-up subscribers in 2002, but dropped by 12 percent for high-speed subscribers. To avoid losing these disillusioned newcomers, high-speed providers need to re-examine what they're offering their customers beyond a fast connection and navigation speed and take into account all the specific factors underlying the overall customer satisfaction experience."

According to the study, now in its fifth year, the number of households accessing the Internet from home increased from 49 percent in 2001 to 57 percent in 2002.

The study is based on responses from more than 4,600 residential customers of Internet service providers nationwide and covers 12 dial-up ISPs and nine high-speed ISPs.

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. Media e-mail contact: michael.greywitt@jdpa.com or john.tews@jdpa.com.

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpa.com

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Produced for J.D. Power and Associates

Contact:

Michael Greywitt
(805) 418-8000
West Coast

John Tews
(248) 267-6800
East Coast

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