Press Release

VocaLabs Awards American Airlines Reservations Line With An "A" In Call Completion

EDEN PRAIRIE, Minn., June 10, 2003 - Vocal Laboratories, the pioneer of usability surveys for customer service, recently awarded American Airlines' (NYSE:AMR) Reservations line an "A" in call completion. American Airlines' telephone reservations line finished in the top 25% in overall call completion levels across all customer service operations that VocaLabs has surveyed.

Call Completion measures the ability of callers to complete the transactions with a single call and get the information they need. In this survey 92% of the callers got the information they wanted in the first call. This compares favorably to an average of 81% across everything VocaLabs has tested.

In addition, the number of participants who had a "very favorable" impression of American's customer service increased by 280% after they called the reservation line. One person wrote, "The automated part, (push 1 for this, or push 2 for that) was actually easy for a pleasant change, and the representative I spoke with was VERY good, and helpful, answering all my questions, and very courteous. WOW, what a nice change."

Said another participant, "I never thought American has such good telephone system. I have only used their website before. Now this is an additional option and it definitely improves my willingness to fly American." The survey found that 20% more participants were willing to pay a premium to fly on American after calling American's reservation line.

"Each system we evaluate is unique. Many factors can lower grades, from technical glitches, to poor design, to under-trained agents, to not enough staff to handle call volumes," commented Peter U. Leppik, CEO of VocaLabs. "This VocaLabs survey demonstrates that quality customer service can pay for itself very easily. Customers want fast, friendly and effective service and support. Our industry-leading services help our clients make the customer experience much more convenient and cost effective."

This survey was conducted as part of an ongoing project to measure the quality of customer service across different airlines, and was not commissioned by American Airlines. 616 VocaLabs panelists participated, and each panelist called American to get a fare quote for a particular flight. Participants were surveyed both before and after the call about their attitudes towards American airlines, and asked to rate the quality of the service they received.

About Vocal Laboratories

VocaLabs solves the need for cost effective and statistically accurate feedback about client care Speech Recognition, IVR, human agent, and tone applications. Our clients are end user enterprises, call center consultants, application providers and equipment vendors. We have the unique ability to evaluate a customer contact application at any stage of development, from prototype to live in the field using a large and demographically diverse pool of panelists.

For VocaLabs news and information, please go to http://www.vocalabs.com.

CONTACT INFORMATION

Press Contact:
Jessica Ament
Vocal Laboratories, Inc.
952-941-6580 X 202
jament@vocalabs.com