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ADP® Receives Highest Quality Service Rating in Latest Survey

September 4, 2001

The Dealer Services Group of Automatic Data Processing, Inc. (ADP) received in June its highest quality service ratings ever, exceeding last year's record-high scores.

The June 2001 results of the ADP Client Satisfaction Quality Survey, conducted by the independent market research firm of C. J. Olson Research, continued to report an exceptional response rate to the survey, with an unprecedented 45 percent of ADP's client base responding.

The Client Satisfaction survey results showed overall ADP customer satisfaction increased to 86 percent and satisfaction with associate

knowledge jumped to 87 percent. ADP expanded this biannual client survey by incorporating additional questions on system repurchase

intent, overall value perception, and the likelihood of recommendation.

Ninety three percent of ADP clients said they would recommend ADP to another dealership, 82 percent expressed high levels of satisfaction

with ADP products and services, and more than 80 percent stated they would purchase their next system from ADP.

"We are extremely pleased with the progress we have made," said Tom Kelter, senior director of client relations. "Client support has always

been a top priority for ADP. Feedback from previous surveys brought to our attention a need for additional focus in the area of support

availability. ADP has responded to that feedback - with a 35 percent improvement in availability over the past 18 months."

In addition to a national linked network of 14 support centers, ADP Dealer Services has also completed several major projects to further

improve service levels, such as:

- Increasing the ADP overall Systems Technical Support teams by 15 percent;

- Instituting additional comprehensive PC and network training programs to improve knowledge

levels and first-call resolution rates; and

- Investing in an automated Virtual Knowledge Expert system to capture and leverage knowledge across the entire organization.

ADP eSupport represents the only online service offering for computer service providers in the automotive retail market, according to ADP.

ADP says it has expanded client training offerings to help dealership personnel maximize system utilization and enable them to be

more successful in their jobs. "Our new training solutions allow increased flexibility for dealers to choose the courses and methods that best meet their schedules and preferences," said Bill Heffern, vice

president of client relations. "These initiatives are just a sample of the many ongoing improvements we're undertaking to enhance our products and services. Our customers will be hearing a lot more from us over the next year as we launch exciting new technologies and high value services."

ADP customers have also recognized the company's investment in technical training and associate expertise, according to Carrie Zirbl of Cooley's Inc. in West Bend, Wis. "The ADP Support Network is terrific, and the CTAs,

(client technical analyst) always solve my problems and brighten my day," Zirbl said.

"Our goal continues to be to help our clients maximize profitability, successfully find, sell and keep customers, and leverage new technologies to improve productivity," said Steve Anenen, senior vice president of North American Transactions for ADP. "We are committed to providing our customers with more effective solutions, more choices and greater


About ADP Dealer Services

ADP Dealer Services Group provides integrated computing solutions to more than 16,000 automotive and truck dealers throughout the United States, Canada and Europe.

ADP Dealer Services Group is the third largest business unit of Automatic Data Processing, Inc.(ADP). ADP, with more than $6 billion in revenues and more than 500,000 clients, is one of the largest independent computing services firms in the world.

More information on ADP and ADP Dealer Services group is available at and

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