Telecommunications in the US
A -2 point drop to 46 has seen Frontier Communications drop to second-to-last place in the US telecommunications rankings, although there is still some distance between bottom place, with Brightspeed -10 points behind.
It was a mixed quarter for Frontier after it saw its Style of Communication rise by +4 to 61, but this was negated by the other three pillars all falling, with Knowledge & Expertise dropping by -3 points to 44.
It will be interesting to see what the future holds for Frontier, with Verizon set to acquire the company in a deal with $20bn. Once the deal goes through, a decision will need to be made on whether to merge the two businesses. We will continue to measure Frontier's Customer Effort Score as a standalone brand for the meantime.
Customer Effort in detail
Style of Communication
61 vs 57 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 and Expertise
44 vs 47 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'
Understanding & Valuing the Customer
44 vs 46 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
39 vs 41 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
