Report Card

The grades are in, and once again Integra Telecom has made the honor roll. Every year we commission an independent research firm to ask customers how we're doing. The results, we're proud to say, continue to speak for themselves. If you are an Integra customer and ever need support, know that we'll provide it. Fast. And when other telecom companies call to ask for your business, ask for their report card. You'll see that Integra is at the head of the telecom class.

Current Report Card Results

Customer Care Criteria	Rating
Percent of calls answered in less than 20 seconds by a live Customer Care Agent*	92%
Resolves issues on first call*	93%
Reliable service **	9.1
Bill accuracy **	9.3
Overall GPA for Customer Satisfaction **	8.7
Percentage of Customers Somewhat/Very Satisfied	96%

Customer Service and CEIS

Integra’s proprietary customer experience indicator system (CEIS) offers real time updates of 20 key customer care metrics such as:

speed with which your call is answered
service installation time
billing accuracy
customer loyalty and satisfaction
service reliability

Every Integra employee has the ability to access the system and it serves as a key management tool in improving the quality of care Integra’s customers receive.

Results

Integra’s level of local customer care has produced the greatest customer loyalty in our industry.

Integra’s customer care representatives are physically located in the markets where our customers live and work in order to better respond to our customers’ needs.
The average length of time a customer stays with Integra substantially exceeds industry averages.
Integra’s model of owning our own network provides us greater control over the range of services and the quality of the service we can deliver to our customers.

* Measured by Integra's automated and proprietary Customer Experience Indicator System (CEIS) - a comprehensive, real-time customer service measurement tool.

** Compiled by Riley Research Associates, Portland, Oregon. Score based on a scale of 1 to 10, 10 being Very Satisfied.