Frontier Communications

Telecommunications in the US

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Frontier Communications overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

After recording an impressive +4 increase in its Overall Effort Score in Q2 2025, this quarter has been more modest for Frontier, remaining flat at 52.

The brand has added +1 in Knowledge & Expertise and Valuing the Customer, but Style of Communication has taken a significant hit, with scores dropping by -4. Speed of Resolving Problems has remained flat.

Verizon’s acquisition of the brand in September gave Frontier a boost. In February, the brand announced that its investment in broadband expansion had generated 97,000 new fiber broadband customers in the last quarter of 2024.

Style of Communication

last quarter

55% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

50% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

43% say the range of solutions or options that were suitable was "excellent"

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

31% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

38% say they made it ‘very easy’ to achieve what they set out to do