MSN Internet Access Ranked No. 1 in Customer Satisfaction By J.D. Power and Associates

REDMOND, Wash., Oct. 30, 1998 — Microsoft Corp. today announced that MSN
Internet Access was ranked highest in customer satisfaction among the largest national Internet service providers (ISPs), according to the J.D. Power and Associates 1998 Internet Customer Satisfaction Study. The results of this study coincide with the launch of Microsoft’s marketing campaign for MSN Internet Access, which will include television and print advertising as well as 45 million pieces of direct mail that will be sent out through June of next year.

For the 1998 Internet Customer Satisfaction Study, 5,234 households in the United States with Internet access responded to a survey on the top five national ISPs that make up 52 percent of the Internet and online customer segment. MSN Internet Access, AT & T Worldnet, Prodigy, CompuServe and America Online were ranked in the study. According to the study, online access is the driving factor for customer satisfaction among ISPs. J.D. Power and Associates annually publishes independently financed customer satisfaction studies in a variety of industries, including automotive, home building, finance, health care, telecommunications and travel.

“This is a huge achievement for MSN,”
said Pete Higgins, group vice president of the interactive media group at Microsoft.
“It proves that our efforts have paid off to make MSN Internet Access one of the most reliable access providers in the nation, answering customers’ demands for high-quality access and excellent customer service.”

The study shows that MSN Internet Access users believe that the firm stands behind its service, is a technical innovator, and offers services at a reasonable cost. Overall, respondents indicate that easier Internet access is of paramount importance to them.

Televised and print advertising for MSN Internet Access will begin by the end of the year, and 45 million pieces of direct-mail marketing material, including MSN Internet Access CDs, are expected to be sent to potential customers across the United States by next June.

MSN Internet Access has been steadily improving features and performance for customers. In the last year, MSN Internet Access has increased its modem capacity by more than 40 percent and has added nationwide support of V.90, the accepted standard for 56Kbps modems. The service is continually ranked by Inverse Network Technology Inc. among the top ISPs, receiving an
in 24-hour call success and modem connection speed, according to a September 1998 Inverse Network report. Customers can order a free* one-month trial of MSN Internet Access by visiting or by calling (800) FREE-MSN (373-3676).

MSN is the network of Internet services from Microsoft that helps people better organize the Web around what’s important to them. The network of MSN services, located on the Web at ( ), helps people easily stay in touch with friends and colleagues, make smart and secure purchasing decisions, and get more done. MSN offers award-winning
e-mail functionality; personal communications services; customizable access to news; popular sites for travel, investing, automotive services, shopping and more; an online community; a Web search engine and directories; and top-rated Internet access.

Founded in 1975, Microsoft (Nasdaq
) is the worldwide leader in software for personal computers. The company offers a wide range of products and services for business and personal use, each designed with the mission of making it easier and more enjoyable for people to take advantage of the full power of personal computing every day.

*For users of the Microsoft Windows® 95 operating system or later only. The disk includes MSN client access software only. Users must additionally subscribe to MSN Internet Access to access the service. The one-month free offer is available to new members of MSN in the 50 United States, the District of Columbia or Canada only. A credit card is required. MSN premium charges, access charges (if access is purchased from a provider other than MSN Internet Access), and local phone and/or long distance toll charges may apply. Access availability may be affected by local market network activity and capacity. Offer expires Dec. 31, 1998.

Microsoft, MSN and Windows are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.

Other product and company names herein may be trademarks of their respective owners.

Note to editors: If you are interested in viewing additional information on Microsoft, please visit the Microsoft Web page at on Microsoft’s corporate information pages.

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