EarthLink Recognized with 2014 ACE (Achievement in Customer Excellence) Award for Best Use of Feedback Solutions

Confirmit's prestigious program recognizes EarthLink's noteworthy performance in Voice of the Customer for third year running

ATLANTA, GA — May 15, 2014 — EarthLink Holdings Corp. (NASDAQ: ELNK), a leading managed network and cloud services provider, today announced that it earned two accolades as part of Confirmit's 2014 ACE (Achievement in Customer Excellence) Awards program, notably as a Winner of the 2014 ACE Award for Best Use of Feedback Solutions, and an additional 2014 Confirmit ACE Award for its commitment to an exceptional customer experience.

EarthLink earned these Confirmit ACE Awards based on its EarthLink TechCare end user helpdesk service, which integrates Enterprise Feedback Management throughout the value chain. As part of its systemic and comprehensive analysis of user feedback to ensure the best service delivery standards, the company relies on Confirmit to manage EarthLink TechCare satisfaction surveys. EarthLink's North America-based TechCare help desk teams support clients across 25 vertical markets with users in 49 countries.

"Customer service is foundational to our success and value proposition, so we're truly honored to earn Confirmit ACE Awards for the third straight year," said Elizabeth Orth, EarthLink Vice President, Customer and TechCare. "Our EarthLink TechCare teams in Canada and New York provide exceptional help desk support and must effectively capture customer input to drive continuous improvements. Ultimately our clients' IT and business leaders must find value in this relationship, and the cited improvements are a result of our investment on making sure this constituency is satisfied. This recognition from Confirmit provides a credible third-party endorsement of our commitment to use enterprise feedback processes to drive positive business results and establish strong, long-term customer relationships. We look forward to continued success with Confirmit as our Voice of the Customer partner."

EarthLink TechCare integrates with the customer's IT operation and serves as an extension of their IT staff and capabilities. Because the satisfaction measurement process breaks out, tracks and inspects cases requiring escalation, the data reveal opportunities to identify process gaps, minimize escalations and improve resolution time, resulting in increased user satisfaction.

EarthLink was selected for an ACE Award for Best Use of Feedback Solutions because the data clearly illustrated that the internal IT or business leader's satisfaction with the partnership showed dramatic improvement year over year:

  • Their satisfaction with EarthLink overall (+ 9.1%)
  • Likelihood to recommend (+11.6%)
  • Users reported their overall satisfaction with EarthLink at 97.1%, also an improvement from 2012.

The Confirmit ACE Award for Best Use of Feedback Solutions recognizes organizations for exceptional use of Confirmit solutions to improve the customer experience. Confirmit awards this distinction based on outstanding use of customer feedback processes to capture, analyze and act on the Voice of the Customer.

"We're proud to recognize EarthLink for its outstanding use of Confirmit technology in 2013 to achieve tangible business results," said Henning Hansen, President and CEO of Confirmit. "Competition was fierce, as more companies implement Voice of the Customer programs to improve the customer experience and drive customer loyalty."