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June 23, 2014

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Page 36 of 71

What a difference a year makes. Steady progress on our Customer Charter. More to come! In 2013, we introduced our Customer Charter as the centerpiece of your customer experience. We set our goals high, and are pleased to report outstanding progress in key service categories. But this is just the beginning! While we achieved many of our Customer Charter targets last year, in 2014 we'll continue our work on improving even more. For more information on our Customer Charter please visit Your promise. Delivered.

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