Hear what they're saying about ECHO™ . . . Visit Echo's Home Page Here's the buzz from recent FairCompare™ participants: "The survey was very thorough."   "Excellent questions." "I believe this survey has asked all of the important questions."    "Every one of my concerns was addressed." "Honestly, this is the first survey that I have ever gotten that was actually written to solicit a genuine response from the employees. Every one of the past surveys that I have filled out before were written to generate only responses that cast the company in a favorable light." “I love FairCompare™ !!  I have been surfing like a crazy woman and looking at our results so far.  They are fantastic!  Your team has been wonderful to work with.  I just wanted to pass along our enthusiastic feedback.  Thanks so much!” A few words from some of our Certified Centers of Excellence . . . “We are extremely pleased by these outstanding results, as recognized by such respected groups as BenchmarkPortal and the Center for Customer-Driven Quality.” Ivan Szeftel, President, Retail Services for Alliance Data Systems “This honor resulted from ServiceFirst's ongoing commitment to operational improvements that enable better service for our customers. The Center for Customer-Driven Quality at Purdue University and BenchmarkPortal, have recognized that we are re-engineering customer service in the pharmaceutical industry.” Pat Blake, President of Customer Operations for McKesson Pharmaceutical “This certification demonstrates the teams have achieved excellence toward measurable best practices standards, trained our people to optimize their skills in support of best practices, and maintained those standards over time.” Michele Crocker, Vice President Distributor Services, Herbalife

Certified Centers of Excellence continued . . . “This unique certification award validates Sento's effort and dedication to providing best-in-class solutions to all of our corporate clients.” Patrick F. O'Neal, President and Chief Executive Officer of Sento "This continued and intensified focus on service quality assures that our company is delivering the best customer service possible. Being named a 'Center Of Excellence' is just a great honor. It is especially gratifying to have earned this certification in 2003, the busiest year ever for the mortgage banking industry." Jack Case, NCM Executive Vice President, Loan Administration "It is especially meaningful to be able to celebrate this year's national Customer Service Week knowing we have achieved this lofty goal, and we thank our frontline representatives for the important work they do all year." Bill Hamilton, Vice President of Customer service for FPL “Delivering the highest quality service to our Clients and their Customers, Members, and Donors has been a hallmark of AB&C since the company was founded more than 31 years ago. We are extremely proud that our commitment to service excellence has earned us this distinguished designation from the nation's most respected independent call center assessment organization.” R. Michael O'Hara, Chairman and CEO, The AB&C Group "Our goal is to deliver 'gold-standard' service to customers. This distinguished certification tells us we are achieving that and it underscores the results of our annual subscriber satisfaction survey that shows an overwhelming majority of respondents pleased with their call center contact.“ Dr. Thomas J. Fleszar, President and CEO of the Delta Dental Plans of Michigan, Ohio and Indiana "The role we play in delivering service to our clients is one of the most important things we do as a Firm. Striving for service excellence and exceeding our client expectations balanced with cost effective strategies are the cornerstones for driving the evolution of the World Class Service Culture at Merrill Lynch". Judy Nelson, First Vice President of Merrill Lynch Global Private Client Services and Technology “We are delighted to have earned this prestigious award, delivering world-class service to our customers and exceeding their expectations is the cornerstone of our business. Receiving this certification confirms our long-standing commitment to successfully balancing efficiency and effectiveness in our call center operations.” Stephen N. Joffe, Chairman and Chief Executive Officer of LCA-Vision