April 27, 2006
INFONXX Positioned as Industry Leader in Recent Performance Index
Surpasses Competition in Semi-Annual National Directory Assistance Survey by the Paisley Group
Bethlehem, PA (Market Wire)—INFONXX, the world's largest independent provider of directory assistance (DA) and enhanced information services, announced today that it ranked first overall among third-party directory assistance companies in the Paisley Group National Directory Assistance (NDA) Performance Index(SM). INFONXX continued its admirable number one position in the Customer Care(SM) and "Passed Calls" categories, and improved its ranking to first place in the Customer Fulfillment(SM) category. Based on these results, INFONXX surpassed the competition, positioning the company as the industry leader in quality.
"INFONXX prides itself as the trusted leader of directory assistance and enhanced information services," commented Margaret Scholl, INFONXX CEO. "We have the most reliable source of data and train our customer service representatives about ensuring that the customers receive the best quality every time. We are pleased that the results reflect our hard work and dedication to excellence."
The Paisley Group (PGL) is the leading directory assistance/operator services consulting company and the premier independent measurer in the industry today of Customer Care (customer advocacy and call-handling efficiency) and Customer Fulfillment (the ability to find the requested listing). Paisley's Performance Index is conducted twice yearly and measures a variety of industry segments and competitors. PGL is known for rigorous application of quality standards and the detailed integrity of its measurement process.
INFONXX dramatically improved its Customer Fulfillment ranking, moving up to first place in the third party segment. The score of 95 percent represented a 2.3 percentage point increase over the September 2005 Index. The third party industry average was 93 percent.
The Paisley Index noted further increases in INFONXX's Customer Care score of 97 percent. This ranks INFONXX first among third party providers in Customer Care for the third Index in a row. The third party segment average of "Calls Cared For" was 93.7 percent.
INFONXX also ranked first in the "Passed Calls" category with a score of 92.3 percent, representing 2.6 percentage points higher than the company tallied in the September 2005 index. "Passed Calls" represents when the customer was both "fulfilled" and "cared for." INFONXX's number one ranking was also significantly higher than the average of 83.6 percent among other third party directory assistance providers.
"The Paisley Group NDA Performance Index is the only tool available on the market that provides DA-related companies with specific competitive intelligence to track and gauge their performance against other competitive providers," commented Christy Nelson, President and CEO of the Paisley Group. "Such intelligence is invaluable for continuous improvement, for making strategic business decisions and, in this very competitive environment, for promoting the company's DA services."
About The Paisley Group
The Paisley Group Ltd. (PGL) is the industry's leading Directory Assistance/Operator Services (DA/OS) consulting company and measurer of database accuracy, customer fulfillment, and customer care. PGL works with clients to develop existing potential and leverage new opportunities, defining goals and challenges, gathering and analyzing data, and developing effective methods for optimizing operations and achieving objectives. For more information, please visit www.thepaisleygroup.com.
About INFONXX
INFONXX is the world's premier provider of voice directory transaction services, processing over 1 billion requests a year across the globe to leading telecommunications companies, corporations and consumers. INFONXX solutions enable telecommunications customers to increase revenue, improve customer satisfaction, extend their brand, provide personalized content, and reduce churn. INFONXX operates the most reliable speech recognition and network architecture in the industry and provides innovative, industry-leading products and services including 411 Plus® enhanced directory assistance; TeleMás(SM) Spanish-language services; TextDirect(SM), the industry's first 2-Way SMS directory assistance listings in the United States; and txt//ad™ in the United Kingdom, an innovative Pay-Per-Text ad channel enabling advertisers to reach potential customers via SMS. INFONXX is the parent company of several European consumer voice directory services companies including The Number (UK), Le Numero (France), and Il Numero (Italy). |
