FCC issued report—Quality of Service of the Local Operating Co...
FCC issued report -- Quality of Service of the Local Operating Companies -- that found percent of residential installation commitments met by ILECs had remained fairly stable over last 5 years at around 98%. Report includes results in 1999…
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and 2000 for ILECs in various areas such as number of customer complaints, average number of trouble reports, installation intervals. Study doesn’t rank ILECs for overall quality, but Qwest issued statement saying report showed strong improvement in its customer service during those years in installation, repair and quality of its network. Qwest said report showed it was first among ILECs in 4 of 7 measurements and improved in 6 of 7. FCC also took note of Qwest’s improvement, saying “dramatic improvement in a single year, as seen in the case of Qwest for the year 2000… may provide the basis of cautious optimism.” Qwest, once criticized by state regulators for poor service quality in its former U S West region, had vowed last year to improve situation. Example of report’s measurements is number of initial trouble reports per 1,000 lines. BellSouth came up highest with 290.9 and Verizon South was lowest with 156.2. In another measurement, percent of residential customers dissatisfied with their installation of service, SBC’s Ameritech region was highest at 16.4% and Verizon’s GTE unit was lowest with 4.4%. Qwest had lowest percent of residential customers dissatisfied with repairs -- 8% -- compared with 26.5% at SBC Ameritech, highest.