Columbia, Maryland (March 26, 2003) — A continuous improvement program has helped PEAK Technologies' service organization win steadily increasing ratings from its customers, earning a 97% overall service satisfaction in the latest survey. PEAK is one of North America's largest independent maintenance organizations and manages service contracts for over 100,000 printers, barcode/Auto ID products, radio frequency products, forms handling equipment and point of sale printers. "For the last six years, we have been surveying our customers on our performance and taking the results very seriously," said George Newton, vice president of service for PEAK. "Whenever we identify a shortcoming in a particular region or area of our business, we take immediate steps to resolve it. By making hundreds of small improvements, we have gone from a 94% to a 97% average overall customer rating in six years, indicating that our strategy of putting customer satisfaction first is paying off. We can't imagine running a service and support organization without ongoing customer satisfaction information."

Since 1997, PEAK has asked a sample of its service customer base to rate its service delivery performance on a scale of 1 to 5 on nine different questions ranging from initiating a service request, technical ability, effective communications, response time, ease of administering a service agreement, customer engineer (CE) knowledge/professionalism, and local management effectiveness. The customer engineer's knowledge and professionalism has consistently been one of the highest scores on the PEAK survey year after year.

In the latest results, PEAK achieved a rating of 97% in "Consistent Quality Of Service", 96% in "Customer Engineer Knowledge and Professionalism", 96% in "Effectiveness Of Communications During The Repair Cycle", 95% in "Achievement Of Expected Resolution Time", and 92% in "Satisfaction With Your Service Investment". The percentage of customers who feel that PEAK's service either meets or exceeds expectations was 94%, with the highest score for "consistent quality of care" at 97%. The ratings in each area have shown consistent improvements since the survey was initiated. "PEAK is one of the best service providers we have seen," commented Derek Flickinger of Priority Air Express, a PEAK service customer.

By comparing current performance to past performance, PEAK evaluates past improvement initiatives and their effectiveness. The survey also provides real-time outside feedback that allows PEAK's service organization to analyze information down to the customer engineer level to identify issues and find solutions quickly. This approach has enabled the service organization to increase customer satisfaction through better, more consistent service delivery.

"I use the results of the survey on a regular basis to make management decisions," Newton said. "Any rating of below a three requires an action plan to address it. On the other hand, we bring the entire region that scores highest in the survey back to headquarters for a celebration. This helps to reinforce the idea that the main responsibility of our entire organization is exceeding our customers' expectations by providing an extraordinary service experience."

PEAK's service organization recognizes the importance of ongoing customer satisfaction measurement and the need to constantly evolve service and support delivery as customer requirements change. Over the years, information from this survey and feedback process enabled PEAK to implement changes to procedures and offerings in order to improve the customer experience. These enhancements include:

• A web-based service call management system that enables customers to place a service call online via the Internet. Customers can also monitor their service call work order logs, view the call status, manage multiple locations and escalate their service calls.
• Increased stocking levels of the CE's spare parts trunk inventory to reduce repair times and customers equipment down time.
• Expanded product training programs for the CE's to ensure better product knowledge that resulted in increased first time repairs to meet customer expectations on resolution time.

By utilizing the data received from the surveys, PEAK has been able to make continuous improvements and maintain a consistent high level of customer satisfaction.

PEAK Technologies is the largest independent service organization in North America specializing in laser, matrix and thermal printers, forms handling equipment and depot repair of barcode and Auto ID products. The company's 370 Customer Engineers located throughout the US, Canada, Mexico and Europe average 15 years of industry experience and are factory-trained and certified. The PEAK National Depot Repair Center is staffed with 15 factory-trained and authorized technicians and the Technical Assistance Center offers telephone troubleshooting of equipment and systems problems. PEAK offers a variety of flexible, responsive and fixed-cost maintenance agreement options, allowing its customers to select the maintenance plan that will support their objectives by ensuring the highest possible equipment availability.

About PEAK
PEAK Technologies, a Moore company (TSE, NYSE: MCL), is an international systems integrator of automatic identification and data collection (AIDC) equipment and systems. Our systems integration specialists and factory-trained service technicians are experts in wireless radio frequency network and ERP integration solutions, enterprise printing, bar code scanning, mobile computing, terminal and software technologies. PEAK's primary applications include solutions for warehousing, manufacturing, distribution and field-based operations. PEAK's market leadership and strong financial management provide you with stability and assurance that your solutions are delivered with long-term support. Headquartered in Columbia, Maryland (USA), PEAK Technologies has more than 850 employees with locations throughout the United States, Canada, Mexico and Europe. For more information, visit www.peaktech.com, email info@peaktech.com, or call PEAK at (888) 275-7325. Moore Corporation Limited is an international leader in the management and distribution of print and digital information. The Moore Internet address is www.moorewallace.com.