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

Frontier is posting impressive results in Q2 2025, adding +4 points to its Overall Effort Score, overtaking Comcast to rank 10th in the Telecommunications in the US table.

The brand is recording wave-on-wave growth in all four competent pillars. Knowledge & Expertise is the most dramatic, up +5 on Q1 2025, while Valuing the Customer is up by +4. Speed of Resolving Problems and Style of Communications is up by +2.

Verizon’s acquisition of the brand in September is giving 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

56% 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'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

37% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the way they understood their needs was 'excellent'

38% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

35% rate how easy it was to find the information they wanted on the website/app as 'good'

42% 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