Brand analysis
Lumen has sank to the tail end of the Telecommunications in US table, despite adding +1 to its Overall Effort Score wave on wave.
The brand shares the position with Brightspeed, which added +6 wave on wave to catch up.
Lumen’s scores in the component pillars are a mixed bag, with Style of Communication down by -4, but this offset by a +5 increase in Speed of Resolving Problems.
Valuing the Customer is up by +2 while Knowledge & Expertise remains flat.
With only 33% of its customers rating how easy it was to find the information they wanted on the website/app as 'excellent' – this is the clear area of focus to avoid being overtaken by Brightspeed next wave.