Lumen - Nice

Telecommunications in the US

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Lumen overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

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.

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

40% rate the ability to communicate with them in their chosen language (other than English) as 'good'

Knowledge & Expertise

last quarter

43% rate the expertise of the customer service agent as 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'good'

Valuing the Customer

last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

37% say the way they understood their needs was 'excellent'

40% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

33% rate how easy it was to find the information they wanted on the website/app as 'excellent'

37% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

36% say they made it ?very easy? to achieve what they set out to do