Frontier Communications’ Knowledge and Expertise -5 point drop to 47 is the core reason behind its -1 point decline in its Overall Customer Effort Score to 48. The company now sits in 9th position in the US Telecommunications rankings.
The -5 point Knowledge and Expertise drop is likely due to customers marking them down for how well its customer service agents understand their particular problem or questions, with just 39% ranking them as ‘good’ - a 6% decline.
It did improve in one area within this pillar, however. Forty-two per cent rated the expertise of its customer service agents as ‘excellent’, a 1% increase.
Frontier did see a +1 point increase in its Style of Communication pillar score to 57. This is due to a large pool of customers rating the politeness of the company’s customer service agents’ politeness, with 44% ranking them as ‘good’.
This score could drop further next quarter after it announced more than 750,000 people were affected in a data breach. It is currently facing a class action lawsuit, as a result.