May 2008

Nina Martsyn, Head of the Customer Relations Department:

«Dear customers!

Your appraisal of our work in May equaled 4,40 points out of maximal 5 points. It is a little bit better than in the previous month: your appraisal of our work in April equaled 4,39 point. We take your estimation as the sign of high trust and we will continue working for you with maximum attention and quality.

Thank you for continuous cooperation! Deep analysis of your evaluative marks gives us opportunity to determine your demands and expectations and to provide ever-higher service quality.

In general, the following exact results of your evaluation can be highlighted:

• during the last month we observed significant changes in the quantity of customer request, concerning the entertaining portal Starport — the number of requests of that kind increased for 10%;
• the number of service quality complaints reduced for 14%;
• statistical information in May shows significant increase of the customer questions solved during their first turn to Kyivstar call centre. They constituted 70,10% in the previous month and reached 70,51% in May.

Enhancing of service quality rate is indicator of high professional level of our staff.

You highlight that Kyivstar experts, while helping you, are always very polite and attentive and you appreciate their professional knowledge very much. In our turn, we put great efforts for handling your requests faster and our experts continuously advance their skills.

Quality Evaluation program already for one year is helping us to focus on daily needs of Kyivstar customers. It is very important for us to know your opinion. It helps us to provide best quality of service. Your constructive wishes are always taken into account and your praise always inspires us to work better.

Please call the free short number 466*55 and evaluate our servicing quality!»