Verizon DSL Update

1
Verizon DSL Update

• Andrea Custis, Group President, Sales and
  Marketing
• Jeannie Diefenderfer, Group President, Advanced
  Networks
• Verizon Advanced Services
• May 15, 2002

2
Increasing Availability
Today, 55 of Verizons 61.2 million access
lines are DSL-ready
62 to be ready by YE 2002
3
Delivering Service Faster

• Order-to-online time halved
• Average of 5 days between the time a customer
  orders DSL to the time Verizon activates service
• Year-over-year reduction of 76
• From 3 weeks to 5 days

4
Improving Customer ServiceGetting DSL in Our
Customers Hands

• Nearly 90 of residential DSL customers are
  satisfied to highly satisfied with provisioning
• Attentiveness, knowledge of sales reps
• Performance of DSL connection
• Keeping customers informed
• Timely order completion, installation
• Easy to use instructions
• Ease of installation

5
Improving Customer ServiceKeeping the Service Up
and Running

• 80 of residential DSL customers are satisfied
  to highly satisfied with maintenance
• Promptness of tech support
• Helpfulness, knowledge of service reps
• Speed in correcting problems
• Communication with customers
• Fixing problems the first time and on time

6
Lines-in-Service Growth

• 1.35M lines in service for DSL
• 150K increase in 1Q2002
• 1.8M to 2M lines in service by YE2002

DSL Subscribers (thousands)
7
Enhancing Our Offering A Great Deal with No
Strings Attached

• 29.95 for first three months
• 30-day money-back guarantee

• Free modem and installation
• Online orders get first month free

Hidden Equipment Costs
Customer Commitments
Activation Termination Fees
8
Enhanced Installation Kit Making the Best First
Impression

• New self-install kit
• New diagrams
• Everyday language
• Everything in one, well-organized box with one
  easy-to-understand installation guide

9
Enhanced Installation Kit Making the Best First
Impression
C O M I N G S O O N TO I N S T A L L A T I
O N K I T Self-Diagnostic and Trouble-Shooting
Software Animated Installation Tutorial
10
Verizon DSL Update

• Andrea Custis, Group President, Sales and
  Marketing
• Jeannie Diefenderfer, Group President, Advanced
  Networks
• Verizon Advanced Services
• May 15, 2002