Frontier Communications

Telecommunications in the US

Back to rankings

Frontier Communications overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

If you’re looking for a case study in what stand-out ‘Style of Communication’ should look like in Telco, Frontier Communications might be one to watch.

With a score of 64, the brand has consistently posted quarter on quarter growth stats in this pillar since Q2 2024.

The brand has also added +2 points to its Overall Effort Score, as all four pillars’ scores increase wave on wave.

Verizon’s acquisition of the brand should give Frontier all the necessary resources to build on this growth, but continued success during this process is far from guaranteed. We’ll be watching closely to see what effect, if any, the acquisition is having on its customer service function.

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

44% rate the expertise of the customer service agent as 'excellent'

34% say the way details were clearly explained to them was 'good'

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

35% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

52% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

34% rate how easy it was to find the information they wanted on the website/app as 'good'

30% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

39% say they made it ‘very easy’ to achieve what they set out to do