Business Services Industry

Cox Digital Telephone Receives J.D. Power and Associates' Highest Honor in the West Two Years in a Row

Business Wire, July 21, 2004

PHOENIX -- Cox scored 50 points higher than closest competitor in overall satisfaction

Cox Communications announced that it has received the highest honor in the West in J.D. Power and Associates' 2004 Residential Local Telephone Customer Satisfaction Study(SM) released today.

For two consecutive years, Cox's residential local telephone service has ranked the highest in overall customer satisfaction in the Western Region. Cox received the highest rating in customer service, billing, performance and reliability, company image and cost of service -- scoring 50 points higher than its closest competitor in overall satisfaction in the West. This local telephone service study rated overall customer satisfaction based on six factors: customer service, billing, performance and reliability, company image, cost of service, and offerings and promotions.

Among all local telephone service providers, the J.D. Power and Associates' study showed that Cox customers reported high scores in ease of contacting customer service and knowledgeable customer service representatives; convenience of having multiple telecom services on one bill; high call clarity; willingness of Cox to stand behind the service it sells; as well as strong beliefs that Cox is honest, highly reputable and highly committed to the community it serves.

In a separate study, Cox's bundled customers nationwide also ranked Cox highest for customer satisfaction in J.D. Power and Associates' 2004 Residential Long Distance Telephone Service(SM) Study. In this bundled services segment, Cox ranked first out of 15 in overall customer satisfaction nationwide, outscoring all of its local market competitors. This year's honor made Cox the first cable company to receive top honors in the study.

"Cox's high ranking in both of these studies, specifically in the Western region, confirms that our Arizona customers recognize the value of the high-quality, customer-focused service we deliver," said Steve Rizley, vice president & region manager. "The J.D. Power and Associates' findings demonstrate Cox's success in bringing a competitive choice in local and long distance telephone service to Arizona. We believe the convenience of receiving bundled services, with one bill, contributes greatly to our customers' high satisfaction ratings."

One of the only major broadband communications companies to aggressively pursue cable telephony following enactment of the 1996 Telecommunications Act, Cox is widely lauded for bringing a competitive choice in local and long distance service to each of its markets. The company offers a complete package of local and long distance telephone services with a full complement of state-of-the-art features.

For additional information on the J.D. Power and Associates' studies, please visit www.jdpower.com/news.> Cox Communications is a multiservice broadband communications company serving nearly 1.7 million residential and business service subscribers in Phoenix and southern Arizona. A service subscriber measures an individual service purchased by a customer. In the Phoenix area, Cox serves 1.5 million service subscribers in 23 communities. In southern Arizona, Cox serves nearly 230,000 service subscribers in 14 communities. Cox's 15,000-mile hybrid fiber coaxial cable network in Phoenix and southern Arizona provides homes and businesses digital television, high-speed Internet access and telephone service. Cox is owned and operated by Atlanta-based Cox Communications Inc. (NYSE: COX), which serves approximately 6.6 million customers nationwide, including 6.3 million basic cable subscribers. Statewide, Cox contributes more than $7 million annually in cash and in-kind contributions to community-based organizations, including local youth and education programs. Additional information about Cox in Phoenix is available at www.cox.com/phoenix, and Cox in southern Arizona at www.cox.com/tucson.>