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Customer Guarantee video | All-Digital and wideband

Letter to Shareholders

Delivering a Superior Customer Experience

We are as focused as ever on providing the best customer experience in the marketplace—offering superior products, delivering them reliably, and supporting them with good customer service. To that end, in 2009, we continued to invest significant resources in all aspects of our products, technology and service.

We have undertaken a number of technical and service initiatives, including investing in sophisticated tools, systems and training for our technicians and customer service representatives. We also recently rolled out nationwide our new Customer Guarantee, which is driving improved customer satisfaction. We still have a lot of work to do, but we have an enduring commitment to this effort.

We continue to invest to maximize the power and capacity of our technology platform, to improve its efficiency and reduce the cost of service delivery. In 2009, we made major progress in deploying All-Digital and wideband, two key technical initiatives to achieve those goals and to dramatically expand the services and features we can offer consumers, now and in the future. Today, All-Digital is being rolled out in about 60% of our footprint, and by the end of this year most of our systems will be All-Digital. In 2009, we deployed wideband in 75% of our footprint and expect to complete this project in early 2010.

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