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InvestorsAugust 20, 2003

Statement Re J.D. Power & Associates 2003 Survey

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The cable industry is closing the customer service gap between itself and satellite providers as the result of a highly competitive marketplace, according to a new J.D. Power and Associates study.

The 2003 Residential Cable/Satellite TV Customer Satisfaction Study shows that consumers are readily adopting the cable industry's advanced broadband services, such as digital cable, video on demand, HDTV, high-speed Internet access, and competitive local phone service. Because of industry initiatives that bundle cable services with core video products, cable customers have bought more than 34 million units of new digital services, a strong vote of confidence by consumers in cable's efforts to satisfy customers.

The competitiveness of the cable industry continues to produce better customer satisfaction ratings each year. While the J.D. Power survey showed a year-to-year improvement in Charter customer service statistics, our focus remains on improving the customer experience by adding value to all we do, and achieving even better results in the future.

The cable industry is an ultra-competitive marketplace. Cable operating companies continue to strive to improve customer satisfaction by providing enhanced workforce training, better packaged products and services, and around-the-clock customer care and service, as evidenced by the industry's $75 billion investment to launch nationwide broadband services.