QTS Press Release

Release Date: January 7, 2002

(South Orange, NJ) January 7, 2002 – QTS today announced its performance measures for customer service in 2001, showing continued strong performance.  According to Neil Rosenberg, President and CEO of QTS, QTS excelled in performance and customer satisfaction in all three major areas of measurement.  "We measure our business quarterly, with weekly checkpoints, in three "key indicators" for the performance of our technical service team," said Rosenberg.  Specifically, the staff is measured according to:

• Customer Satisfaction - using Customer Satisfaction Surveys distributed to customers on each service visit
• Customer Support Center Responsiveness - based on incidents entered into our help desk system and measuring start and close times against QTS' response goals
• Project Management - ensuring all QTS projects are on schedule and within budget, based on scope control.

In the area of Customer Satisfaction, QTS improved on its strong 2000 performance, in which it had averaged a score of 4.74 on a scale of 1-5 across 206 returned surveys.  In 2001, QTS averaged a score of 4.84 across 212 returned surveys.  Rosenberg noted that QTS' staff averages over 6.5 years of experience per technician, and almost all technicians are CNEs, MCSEs or both, so the skill level of the staff allows QTS to resolve issues quickly and thoroughly.

QTS' Customer Support Center also performed admirably in 2000.  According to Lou DiTommaso, Manager of the Customer Support Center, QTS' goal is to begin working on 95% of all issues within goal, and resolve 90% of all issues within goal.  "Goal" varies based on the severity of the issue, but a mid-level severity issue has a 2 hour goal for starting and an 8 hour goal for resolving the issue, noted DiTommaso.  In 2001, out of 1,151 incidents logged in QTS' help desk system, 98.18% were started within goal, and 90.53% were resolved within goal.  This compares to 2000 performance where out of 947 incidents logged in QTS' help desk system, 96.41% were started within goal, and 89.86% were resolved within goal.  Rosenberg attributed the strong performance to consistent staffing levels in the Customer Support Center, to the staff's training and skills, and to its commitment to service.

QTS' Project Management goal is to have 90% of all projects completed On Schedule and Within Budget.  This goal is based on the schedule agreed upon with the client, and on a 10% variance from our service estimates, with adjustment for Change Orders as they are signed off on.  In 2001, of 119 projects QTS brought in 92.44% on schedule, and 88.24% within budget.  This compares with 2000, in which of 131 projects QTS brought in 94.66% on schedule, and 90.08% within budget.

"We are very pleased with the strong improvement in customer satisfaction scores and CSC responsiveness in 2001, but will work hard to continue to improve in 2002," noted Rosenberg.  "The pace of change in our industry is a constant challenge, but our staff is focused and well-trained."

This site last updated 01/08/02
? 1999 Quality Technology Solutions, Inc.
76 South Orange Avenue Suite 302, South Orange, New Jersey 07079
telephone: 973.761.5400       fax: 973.761.1881
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