Frontier leads in customer loyalty among fiber providers

Frontier Communications boasts a higher Net Promoter Score (NPS) for its fiber product compared to competitors like AT&T, Verizon and Lumen, according to New Street Research’s broadband trends report. An NPS measures the loyalty of a company’s customer base from a scale of -100 to 100. It comes from asking customers how likely they are to recommend the product or service to others. New Street used data from Recon Analytics to compare NPS among operators. “The improvement in Frontier’s NPS over the last twelve months has been astonishing,” analysts wrote. Frontier in the third quarter racked up 75,000 fiber customers, ending the period with 1.8 million fiber subscribers – representing a 19% year on year increase. Its fiber penetration rate reached 44% in Q3, just shy of its long-term target of 45%. New Street analysts said Frontier’s NPS “provides strong support for Frontier’s target of mid-40s penetration, particularly when you compare the trends with those of Cable competitors.”