ATLANTA, Oct 6, 2003 (BUSINESS WIRE) -- Cox Communications today celebrated Cox.com's high performance in a study of online customer respect performed by The Customer Respect Group. The Customer Respect Index (CRI) for the telecommunications and networking sector focused on how corporations treat their customers online and included firms that rank among the country's largest 1000 companies. With an overall score of 8.5 (out of a possible 10), Cox.com tied for 4th place in the study, and Cox was the only cable operator to be among the 10 highest-ranking enterprises.

"Our score in the recent Customer Respect Index affirms our commitment to service, respect and courtesy online," said Patti Marciano, director Web marketing & e-Commerce. "We constantly strive to make the Cox.com experience an efficient and friendly one for visitors. This means making information customers want readily available, quickly responding to their inquiries, honoring their privacy and safeguarding their data throughout their interaction with us online. In the same way that Cox strives to provide quick responses to customers on the phone and to meet install appointments in a timely fashion, we also endeavor to quickly and efficiently service our online customers."

The CRI is a qualitative and quantitative in-depth analysis and independent measure of customers' online experience when interacting with companies via the Internet. With detailed study into more than 1,000 Web sites across a spectrum of industries, The Customer Respect Group (www.customerrespect.com) has determined 25 attributes that combine to create the entire online customer experience. These attributes are grouped and measured as indicators of Privacy (respect for customer privacy), Principles (value and respect of customer data), Attitude (customer-focus of site), Transparency (open and honest policies), Simplicity (ease of navigation), and Responsiveness (quick and thorough response to inquiries).

"Cox Communications was the only cable multiple system operator to crack the Top 10, with a CRI of 8.5, well above the industry average of 7.0," said Thorsten Ganz, vice president research, The Customer Respect Group. "The company responded quickly and thoroughly to online inquiries and showed a high regard for customers' privacy concerns."

Cox is seeing its commitment to Cox.com pay off. This year, Cox.com became the company's fastest-growing sales and customer service channel, with more site visits per month than calls to the company's call centers. Cox is steering existing and new customers to Cox.com with exclusive Web-only promotions and savings. The company is working with programmers and other related companies to drive sales on the site and is seeing superior results as compared to traditional marketing techniques. Recently, a Disney-funded campaign accounted for 4,400 online sales of Cox High Speed Internet service.

Cox.com is helping grow company profits with both increased sales and contributions to improved sales efficiency. The company estimates that online ordering of services is 84% less expensive than telephone transactions with a customer service representative. Additionally, the online transaction is believed to hold advantages for the busy customer, allowing them to control the speed with which they evaluate options, make purchase decisions and execute transactions. Cox research also shows that online customers are far more likely to subscribe to two or more of Cox's services - Cox Cable, Cox High Speed Internet and Cox Digital Telephone.

"While we celebrate our success in this year's Customer Respect Index for our sector, we remain focused on the continuous improvement and expansion of Cox.com to meet growing customer needs. Cox.com is a crucial element in our marketing and customer service and will continue to grow as a primary sales, service and communications channel," said Marciano.

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Cox Communications (NYSE: COX), a Fortune 500 company, is a multi-service broadband communications company with approximately 6.5 million total customers, including 6.3 million basic cable subscribers. The nation's fourth-largest cable television provider, Cox offers both analog cable television under the Cox Cable brand as well as advanced digital video service under the Cox Digital Cable brand. Cox provides an array of other communications and entertainment services, including local and long distance telephone under the Cox Digital Telephone brand; high-speed Internet access under the Cox High Speed Internet brand; and commercial voice and data services via Cox Business Services. Local cable advertising, promotional opportunities and production services are sold under the Cox Media(SM) brand. Cox is an investor in programming networks including Discovery Channel. More information about Cox Communications can be accessed on the Internet at www.cox.com/espanol.

SOURCE: Cox Communications

Cox Communications, Atlanta Media Bobby Amirshahi, 404/843-7872