04.18.2001Corporate

Verizon's Service Excellence in Florida Continues


TAMPA, Fla. -- For 15 months in a row, Verizon Florida has exceeded the Florida Public Service Commission's service standards in four significant customer areas. The latest results are for the company's performance in the first quarter.

"The customer programs we began last year and our continued investments in the region's communications infrastructure are paying off," said John Ferrell, region president, operations, Verizon Florida. "Delivering quality service is our top priority and our employees are committed to making sure that we provide it every day to every customer."

Verizon Florida's results for January through March exceeded the commission's standards for service in the following areas:



  • Orders installed in three days -- 97.4 percent (versus standard of 90 percent),


  • Out of service repaired in 24 hours -- 97.2 percent (versus standard of 95 percent),


  • Customer Sales and Service Center answer time -- 95.1 percent of calls answered within 55 seconds (versus standard of 85 percent),


  • Customer Response Center answer time -- 97.8 percent of calls answered within 55 seconds (versus standard of 95 percent).

The company had similar strong results for last year when it exceeded the annual results posted by Sprint and Bell South.

Verizon Florida's network serves 2.4 million customer lines in a six-county area. The network covers 5,879 square miles and features digital switching technology and extensive deployment of fiber-optic cables. Verizon averages nearly one million customer contacts per month, including orders for new service, repair requests and billing inquiries.


Verizon Communications

Verizon Communications (NYSE:VZ) is one of the world's leading providers of communications services. Verizon companies are the largest providers of wireline and wireless communications in the United States, with nearly 109 million access line equivalents and more than 27.5 million wireless customers. Verizon is also the world's largest provider of print and online directory information. A Fortune 10 company with approximately 260,000 employees and more than $63 billion in annual revenues, Verizon's global presence extends to 40 countries in the Americas, Europe, Asia and the Pacific. For more information on Verizon, visit www.verizon.com.