Survey Shows Satisfaction with Web Hosting Customer Support Number One Driver of Overall Hosting Satisfaction

ROCKVILLE, Maryland - April 4, 2001 -According to a recent survey conducted by IntiMetrix for CyLynx Technologies, customer satisfaction with Web hosting companies' customer support services is the number one determining factor in their overall satisfacti on with their provider. Revealed in this study is a four times greater likelihood of dissatisfaction with their hosting provider if they are dissatisfied with the hosting provider's customer support. This study suggests that Web hosting companies can incr ease overall customer satisfaction by improving the quality and types of customer support services offered to customers. Most important, this revelation comes at a time when fierce competition in the Web hosting industry is driving some companies out of b usiness and forcing others to redefine their operating practices.

Seventy-two percent of Web hosting customers who said they were dissatisfied with the current level of customer support, reported overall dissatisfaction with the hosting provider. On the other hand, customers who reported they were satisfied with the hos ting provider's customer support services were 176 percent more likely to report overall satisfaction with the hosting provider. In terms of the types of customer support services offered, 35 percent of customers felt their hosting provider does not offer a broad enough range of services. Of these customers, 42 percent were also dissatisfied with current levels of customer support provided by their hosting provider. Thirty-three percent of customers are dissatisfied with the promptness of customer support phone response. Twenty-two percent of hosting customers were dissatisfied with the ability of the first customer support representative to solve their problem.

"The IntiMetrix survey confirms the suspicions of many companies in the Web hosting industry," said Alan Chung, chairman and chief executive officer of CyLynx Technologies. "This survey shows that the number one driver of customer satisfaction for Web hos ting companies is the delivery of customer support. Web hosting companies that want to survive in a crowded marketplace must offer a higher level of customer support through increased services, prompt response times, and qualified support staff. "

More than 300 Web hosting customers responded to the survey, which was conducted between March 12 and 19, 2001. Companies surveyed range from small (less than 100 employees) to large enterprises (more than 1,000 employees) in the retail, healthcare, gover nment, Internet, manufacturing and other industries.

CyLynx is now offering Web hosting companies a free customer support test service. Using a professionally developed test model, CyLynx will evaluate the response times and quality of customer support for a 30 day period. Visit www.CyLynx.com for details.

About CyLynx Technologies
CyLynx Technologies Inc. is a global provider of expert outsourced customer support and e-business services. Led by five decades of technology expertise and armed with a sophisticated customer interaction staff, CyLynx functions as a high-tech, low-cost IT support department available on demand. Businesses can focus on core objectives while CyLynx delivers world-class service through 24 x 7 e-mail, live chat, and voice. Additionally, the company offers multi-channel sales support and advanced Web site and intranet development services. CyLynx is privately held and has offices throughout the United States and Southeast Asia. Visit CyLynx at www.CyLynx.com.

CyLynx and the CyLynx logo are trademarks of CyLynx Technologies Inc. All other trademarks mentioned in this document are the property of their respective owners.

About IntiMetrix
Intimetrix is a leading provider of online services designed to help e-business better communicate with, understand and retain their customers. Creators of the Information Analysis Provider service model, Intimetrix services provide their clients with com plete solutions for customer retention and enhanced future growth. The Intimetrix hosted application portfolio currently includes CustomerMeter, The CustomerMeter OpinionZ Panel, and The IndustryCafe.

Intimetrix is based in Aliso Viejo, Calif. and has satellite locations in Memphis, Tenn. For more information, visit www.intimetrics.com or call (877) 595-8030 x103.