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Frontier Runs America’s Worst Website: Dead Last in 2015 Web Experience Ratings

Phillip Dampier July 1, 2015 CenturyLink, Charter Spectrum, Comcast/Xfinity, Consumer News, Cox, Frontier 3 Comments

frontier frankFrontier Communications scored dead last in a nationwide survey of websites run by 262 companies — ranked for their usability, helpfulness, and competence.

The “2015 Web Experience Ratings,” conducted by the Temkin Group, a customer experience research and consulting firm, looked at how customers feel about companies based on experiences visiting their websites. The firm wanted to know whether customers would forgive a company if its website proved less than satisfactory. The answer appears to be no, and phone and cable companies were the most likely to experience the wrath of dissatisfied customers.

“It’s ironic that many of the cable companies that provide Internet service earned such poor ratings,” Bruce Temkin, managing partner of Temkin Group, said.

Most household name cable companies did especially poor in the survey. Time Warner Cable, Comcast and CenturyLink all tied at 252nd place (out of 262 firms). But special hatred was reserved for the website run by Frontier Communications, repeatedly called “incompetent” by consumers, especially after the phone company disabled most of the website’s self-service functions in late April. A well-placed source inside Frontier told Stop the Cap! the company could not manage to get its website ordering functions working properly and simply decided to give up, forcing customers to call instead.

Only 29% of consumers were willing to forgive a telecommunications company for a lousy web experience, according to the findings. Other website disasters were run by: Cox Communications, Charter Communications, Spirit Airlines, Blue Shield of CA, and Haier.

Which websites do consumers love the most? Temkin says USAA (a bank) and Amazon.com have traded the #1 and #2 spots for the last five years.

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Lee
Lee
9 years ago

A website is not effective at selling more services than you originally wanted. The helpful (sarcasm) service reps at Frontier always try to get you to buy more.

dancer
dancer
9 years ago

Why Verizon wants to keep selling off more FiOS assets to Frontier and forces Frontier to buy Wireline Assets?

BobInIllinois
BobInIllinois
9 years ago

dancer….Verizon sez that their sold-to-Frontier FiOS fiber assets are spread throughout the US(true), while the wirelines have 2 disadvantages: 1)dispersed broadly thru the US 2)Old copper systems that VZ failed to invest much $$ in, since their purchase from GTE. Verizon wireline/FiOS intentions seem to be only in the NE part of the US. Frontier is buying the rejected areas, without seeming to care about those 2 big disadvantages. Verizon seems to believe that FTR has proven to be a consistent sucker to paying too much for VZ junk territories. FTR Website……. As a former Verizon landline/DSL customer, whose Illinois… Read more »

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