Data Requests 27 through 33

UCAN's Request 27: Please provide any and all reports, memos, or documented analysis in the possession of any SBC or Pacific Bell executive office that have been authored since January 1, 1997 which evaluate the quality of Pacific Bell's customer service operations and/or customer satisfaction, including but not limited to DSL services. This should include annual customer satisfaction surveys (in-house or contracted), comparative service analyses and regulatory filings.

UCAN's Request 28: Please provide any and all memos, reports or documents generated since January 1, 1997 in the possession of the Pacific Bell or SBC external communications offices, that relates to customer satisfaction with Pacific's services, including but not limited to DSL services. These offices include any retained consultants to Pacific Bell/SBC as well as any of the SBC media relations offices. [sic]

UCAN's Request 29: Please provide a copy of the evaluative criteria by which Pacific Bell currently judges its customer service quality and/or customer satisfaction.

UCAN's Request 30: Please provide copies of any and all externally-authored reports since January 1, 1998 that evaluate or compare the quality of Pacific limited to DSL services. This should include any reports authored by JD Power, Yankee Group or other management consultancies. [sic]

UCAN's Request 31: Please provide any and all memos, reports or documents generated since January 1, 2000 possessed by any SBC or Pacific Bell executive office of Vice President or higher that relates to the quality of service of Pacific's DSL services. [sic]

UCAN's Request 32: Please provide any and all memos, reports or documents generated since January 1, 2000 possessed by any SBC or Pacific Bell executive office of Vice President or higher that relates to customer satisfaction with Pacific's DSL services. [sic]

UCAN's Request 33: Please provide any and all memos, reports or documents generated since January 1, 1998 by SBC or Pacific Bell that have been provided to any California Public Utilities Commission Commissioner's office that relates to customer satisfaction with Pacific's services, including but not limited to DSL services. This request does NOT include copies of any formally filed documents at the California PUC. [sic]

Ruling: Pacific must respond to Requests 27 through 33, but may exclude items that have no relationship to DSL. Matters are to be considered DSL-related if they cover any area of which either DSL customer service representative interaction or DSL billing is a part.