Lumen - Nice

Telecommunications in the US

Back to rankings

Lumen overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Lumen sees a -3 point dip in its Overall Effort Score wave on wave as three of the four CEI pillars decline this quarter.

The loss can mainly be attributed to Lumen posting its lowest scores for the past year in our ‘Speed of Resolving Problems’ and ‘Style of Communication’ pillars.

With plans to cut costs by $1bn by the end of 2027, Lumen is clearly in a transformative phase, with CEO Kate Johnson quoted recently as saying that it is difficult to imagine “long-term success” for the brand.

Lumen must proceed with caution and avoid making compromises that impact customer experience.

Style of Communication

last quarter

41% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge & Expertise

last quarter

42% rate the expertise of the customer service agent as 'excellent'

37% say the way details were clearly explained to them was 'good'

37% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

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

36% say the range of solutions or options that were suitable was "excellent"

48% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

36% rate how easy it was to find the information they wanted on the website/app as 'good'

36% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

35% say they made it ‘very easy’ to achieve what they set out to do