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Neustar, Inc. (NYSE:NSR), the United States’ Local Number Portability Administrator (LNPA), earned a near-perfect score in an independent customer survey for its performance in 2012. Neustar scored 3.9 out of a possible 4.0 in overall customer focus, with an average score of 3.84 out of 4.0 across all surveyed categories. The report measures all aspects of Neustar’s service, including customer satisfaction, operational excellence and neutrality.
As the LNPA, Neustar operates the Number Portability Administration Center (NPAC), the nationwide telephone number registry that enhances innovation and competition in the U.S. telecommunications market by allowing consumers to keep their phone numbers when choosing a new service provider. The impressive survey results reflect the assessments of service providers across the country of all sizes and network technologies, including fixed line, wireless and Voice over IP (VoIP) providers.
The survey, which is conducted annually by The Management Network Group, Inc., offers a broad evaluation of each aspect of the LNPA’s performance. Developed in partnership with the communications industry, the survey examines Neustar’s responsiveness, industry expertise, neutrality in operations and innovations, billing timeliness and accuracy, system performance, clarity and reliability of communications, and overall attention to customer needs.
Service providers were asked to rate these components of Neustar's service on a scale of 1 to 4, with 4 meaning "extremely satisfied" and 1 meaning "completely dissatisfied." The 2012 average score of 3.84 means that virtually all respondents are extremely satisfied with Neustar’s performance. In particular, Neustar’s score of 3.9 for “overall customer focus” demonstrates Neustar’s commitment to meeting the needs of service providers – and the consumers they serve – at a time of extraordinary innovation in the communications industry.
Neustar has received exceptional customer satisfaction ratings for the past 10 years. In 2011, Neustar received an average score of 3.8 out of 4.0, and it received a higher rating in nearly every category in 2012.