MindSpring Ranks No. 1 in Customer Satisfaction Among Largest National ISPs in J.D. Power and Associates Study

Business Wire, Sept 14, 1999

ATLANTA--(BUSINESS WIRE)--Sept. 14, 1999--

Leading national Internet Service Provider, MindSpring Enterprises, Inc. (Nasdaq: MSPG) received the highest ranking in overall customer satisfaction among Internet Service Providers in an independent study conducted by J.D. Power and Associates. The J.D. Power and Associates 1999 National ISP Online Residential Customer Satisfaction Study shows MindSpring's dedication to customer satisfaction, which MindSpring believes is reflected in the company's new advertising campaign tagline, "You'd be happier using MindSpring."

"We could not be more pleased by this award," said MindSpring Founder and CEO Charles Brewer. "I'm extremely proud of all of our 1,800 employees, who because of their dedication to top quality service, have allowed us to make our more than one million customers very happy."

This is the first year MindSpring has been included in the J.D. Power and Associates National ISP Online Residential Customer Satisfaction Study. MindSpring entered at the No. 1 spot with a significant lead in customer satisfaction over the other six national ISPs in the 1999 Study. More than 50 percent of U.S. residential ISP subscribers are represented by the top seven ISPs included in the Study.

More than 3,400 households nationwide responded to the J.D. Power and Associates Survey and evaluated their individual ISP. Based on their responses, seven factors that determine overall customer satisfaction were identified. MindSpring received the highest marks in all categories:

--   Cost/billing/image
--   Speed and availability
--   Ease of Use
--   Suitability of Services/Content
--   Customer Care/Technical Support
--   E-Mail Services
--   Navigation/Access to Other Portals

"One of MindSpring's Core Values and Beliefs reads, "We feel a sense of urgency on any matters related to our customers. We own problems and we are responsive. We are customer-driven," said Mike McQuary, MindSpring's president. "Our call center teams answer nearly 600,000 phone calls and send over 50,000 support e-mails each month. They do a terrific job serving the needs of our customers and its great to be recognized for this."

The results of the Study show that value and speed are of utmost importance to consumers in selecting an ISP. MindSpring offers a wide range of consumer services, including dial-up access in more than 890 cities nationwide and high-speed cable modem Internet access in select areas. In addition, MindSpring will begin offering consumer ADSL services in Atlanta; Chicago; Charlotte, N.C.; Dallas; Houston; Los Angeles; Miami; Raleigh, N.C.; Sacramento; San Diego; and San Francisco by the end of 1999.

About MindSpring

MindSpring Enterprises, Inc. (Nasdaq:MSPG) is a leading Internet service provider focused on delivering outstanding service and support to its customers. By following its Core Values and Beliefs, MindSpring is committed to doing an exceptional job of serving its customers, its employees, its owners and its community. MindSpring's dial-up subscribers can browse the World Wide Web, send electronic mail, participate in informative online chats and access over 20,000 newsgroups. MindSpring offers local Internet access in more than 890 locations throughout the United States. The MindSpring Biz division is a leading provider of Web Hosting services and domain registrations. For more information about MindSpring's services, please visit the Web site: http://www.mindspring.net/ or call 1-888-MSPRING.

About J.D. Power and Associates

Headquartered in Agoura Hills, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting and customer satisfaction. The firm's quality and satisfaction measurements are based on actual customer responses from more than one million consumers annually. J.D. Power and Associates can be accessed through the World Wide Web at www.jdpower.com.