LONDON, February 13 /PRNewswire/ --

- PR Newswire Has Received Excellent Customer Feedback After Being the
First in its Sector to Use Net Promoter for Business Improvement

PR Newswire, the global leader in commercial news distribution, today
announced the excellent customer feedback received following its adoption of
Net Promoter, which measures the difference between the customer expectation
and actual experience, as its primary customer metric and driver for
continuous improvement. The company is believed to be the first in its sector
to put Net Promoter at the heart of its business improvement initiatives. The
UK team also began working closely with Kaizo, an award-winning PR and
word-of-mouth consultancy, following a test audit last year to back up Net
Promoter with more in-depth research at a series of Listening Labs.

These two activities have combined to form a detailed 'active listening'
initiative to identify how to improve customer services. The test audit,
managed by Kaizo, showed that PR Newswire is meeting or exceeding
expectations with over 80% of its customers. Kaizo have also planned a series
of face-to-face listening sessions with PR Newswire customers later this
month. These Listening Labs will place customers in the role of advisers and
provide them an opportunity to voice their individual requirements. Kim
Burgess, Group Operations Director EMEA, and the person behind this
initiative, said: "I like the simplicity of the process, for ourselves and
our clients, and the fact that it helps with our continued commitment to
delivering world class service."

Lisa Ashworth, PR Newswire, CEO EMEA said: "The Net Promoter audit has
provided us with invaluable insight. It has shown us that we are creating
large numbers of customer advocates and will continue to do so as long as we
are listening and responding to their needs. I know our clients will feel the
benefits brought about by this project as we put their advice into action and
roll out the programme across the rest of Europe."

Building in a long-term service culture

Net Promoter assesses the difference between customer expectations and
customer experiences. If a service misses expectations it creates
"detractors," or negative recommendations. If a service exceeds expectations
it creates "promoters," or positive recommendations.

As a result PR Newswire is running regular Net Promoter audits to help
identify sources of detraction and promotion and to ensure that all efforts
are focused on exceeding customer expectations. Net Promoter was developed in
the USA by Bain Consulting and Satmetrix Systems Inc. and is being adopted
all over the world by global brand organisations. Net Promoter has been
proved to be valid in the UK, tested through a rigorous study carried out at
the London School of Economics(i).

About PR Newswire

PR Newswire (http://www.prnewswire.com and http://www.prnewswire.co.uk)
provides electronic distribution, targeting, measurement and broadcast
services on behalf of tens of thousands of corporate, government,
association, trade, non-profit, and other customers worldwide. Using PR
Newswire, these organisations reach a variety of critical audiences including
the news media, the investment community, government decision-makers, and the
general public with their up-to-the-minute, full-text news developments.

PR Newswire has offices in 14 countries and routinely sends its
customers' news to outlets in 135 countries and in more than 40 languages.
Utilising the latest in communications technology, PR Newswire content is
considered a mainstay among news reporters, investors and individuals who
seek breaking news from the source. PR Newswire is a subsidiary of United
Business Media plc of London.

(i) A copy of the LSE study report can be downloaded at
http://www.lse.ac.uk/collections/pressAndInformationOffice/PDF/AdvocacyDrivesGrowth_5-9-05.pdf

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this hyperlink into your Internet browser's URL address field. Remove the
space if one exists.)

For full information on PR Newswire products and services email
marketing@prnewswire.co.uk or go to http://www.prnewswire.co.uk