Frontier Communications Parent, Inc.
fybr.com ↗In their words
“Our Net Promoter Score (“NPS”) has increased 7 points, from +12 points as of March 31, 2022 to +19 points as of March 31, 2023. Our consumer fiber churn remained healthy at 1.20% as of March 31, 2023. We successfully completed an offering of $750…”
“Churn remains near its 2-year-low”
“Consumer customer churn of 1.67%, a YoY improvement”
Disclosed NPS over time
Every Net Promoter Score Frontier Communications Parent, Inc. has published, by date.
NPS disclosures (9)
We set a new industry standard for service, taking our net promoter score from an industry-worst to the best in the business. We also became a more efficient, digital-first tech company by changing the way we work and investing in automation.
Set new industry standard with Net Promoter Score six times higher than closest cable competitor • Raised the low end of Adjusted EBITDA guidance following strong first half performance DALLAS, Texas, August 2, 2024 -- Frontier Communications Parent, Inc.
Our Net Promoter Score (“NPS”) has increased 7 points, from +12 points as of March 31, 2022 to +19 points as of March 31, 2023. Our consumer fiber churn remained healthy at 1.20% as of March 31, 2023. We successfully completed an offering of $750…
Fiber Net Promoter Score (“NPS”) increased 10 points, from +9 points at December 31, 2021 to +19 points at December 31, 2022. • Fiber broadband churn improved 7 basis points from 1.45% in 2021 to 1.38% in 2022.
In 2022, significant progress included: o Fiber Net Promoter Score (NPS) increased 10 points, from +9 points at the end of 2021 to +19 points at the end of 2022. o Fiber broadband churn improved 7 basis points from 1.45% in 2021 to 1.38% in 2022. o We…
…~30 points year-over-year 90-day fiber churn down ~50 pts since 2Q21 Call center volumes down ~10% since 2Q21 Fiber brand NPS increased 14 points from March 2022 and now ranks highest among our major competitors 18 …as we systematically drive…
24-month 12-month 14 Customer experience: Our Fiber NPS continues to rise, and our churn continues to improve Fiber NPS up sequentially from December 2021, and continued to increase >30 points year-over-year 90-day Fiber churn down 16% since…
Customer Experience: Improved fiber Net Promoter Scores (NPS) by over 30 points, leading to our highest ever NPS scores in December 2021. • Liquidity: Total liquidity of approximately $2.6 billion at year end.
…losses, resulting in positive total broadband customer net additions for the first time in more than five years. o Delivered record-high Net Promoter Scores (NPS), with fiber NPS turning positive for the first time in company history. o Successfully…
Retention disclosures (8)
Frontier Communications achieved strong customer retention, with consumer fiber broadband churn rate at 1.2% in Q1 2024.
Churn (Consumer Fiber Broadband): 1.6% (Q3 2020) — “Churn remains near its 2-year-low”
Churn (Consumer): 1.67% (Q4 2020) — “Consumer customer churn of 1.67%, a YoY improvement”
Churn (consumer promo expiration): 65% (ongoing) — “65% Reduced Churn at Expiration of Promo Pricing Since "Soft-Landing" Implementation”
Churn (consumer): 1.63% (Q2 2020) — “Consumer customer churn of 1.63% for Remaining Properties, a sequential and YoY improvement”
Churn (consumer residential contract expiration): 65% (Q1 2020) — “Churn during the month of contract expiration + 3 months following was reduced by nearly 65%”
Churn (consumer fiber broadband): 2% (February 2020) — “lowered fiber broadband churn from ~2.8% in Q2 '19 to ~2.0% in February 2020”
Churn (consumer): 1.81% (Q1 2020) — “Consumer customer churn of 1.81%, a sequential and YoY improvement”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.