-7
NPS
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Brand Page
Lumen
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About Lumen's Brand
Brand at a Glance
71%
Customer Loyalty
3.8/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service
Lumen NPS
Lumen's Net Promoter Score (NPS) is a -7 with 43% Promoters, 7% Passives, and 50% Detractors. Net Promoter Score tracks whether Lumen's customers would recommend using the product based on a scale of -100 to 100.
Lumen Overall NPS
| 43% | Promoters |
|---|---|
| 7% | Passives |
| 50% | Detractors |
Lumen NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2021 -100 | Oct 2021 | -100 |
Feb 2022 -100 | Feb 2022 | -100 |
Nov 2022 -33 | Nov 2022 | -33 |
Jan 2023 -50 | Jan 2023 | -50 |
Apr 2023 -60 | Apr 2023 | -60 |
Jul 2023 -33 | Jul 2023 | -33 |
Aug 2023 -37 | Aug 2023 | -37 |
Sep 2023 -22 | Sep 2023 | -22 |
Nov 2023 -18 | Nov 2023 | -18 |
Nov 2024 -9 | Nov 2024 | -9 |
Jun 2025 -16 | Jun 2025 | -16 |
Nov 2025 -8 | Nov 2025 | -8 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Lumen NPS by Gender
Lumen's NPS was rated 34 by Male customers on Comparably.
Male
34
Lumen's NPS was rated 34 by Male customers on Comparably.
67%
Promoters
0%
Passives
33%
Detractors
Female
N/A
Lumen's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Lumen Customer Reviews
Out of the 2 Lumen customer reviews 1 was positive and 1 was constructive. Lumen customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Lumen Customer Loyalty
71%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
71% of Lumen users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Lumen Customer Loyalty Score by Gender
Lumen's Customer Loyalty score was rated 40 by Male customers on Comparably.
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Male
40%
Yes
Female
N/A
Yes
Lumen Product Quality
3.8/5
Lumen has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Lumen Product Information
Lumen’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- http://www.lumen.com
- Company Size
- 10,000+ Employees
Quick Insights into Lumen Product Quality
Lumen's Product Quality score was rated highest by Male customers.
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Ranked Lumen Product Quality the Highest
Lumen Product Quality Score by Gender
Lumen's Product Quality score was rated 4.1 by Male customers on Comparably.
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Male
4.1/5
Female
N/A
Lumen Pricing
Lumen ROI & Value For Money
3.6/5
Lumen has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Quick Insights into Lumen ROI
Lumen's ROI score was rated highest by Male customers.
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Ranked Lumen ROI the Highest
Lumen ROI Score by Gender
Lumen's ROI score was rated 4.3 by Male customers on Comparably.
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Male
4.3/5
Female
N/A
Lumen Customer Satisfaction (CSAT)
Lumen Customer Satisfaction (CSAT) Score
64 / 100
Lumen has an overall Customer Satisfaction score of 64 rated by its users and customers.
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Very Satisfied
64%
Satisfied
0%
Neither Satisfied nor Dissatisfied
27%
Dissatisfied
0%
Very Dissatisfied
9%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Lumen Customer Satisfaction
Lumen's Customer Satisfaction score was rated highest by Male customers.
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Ranked Lumen Customer Satisfaction the Highest
Lumen Customer Satisfaction Score by Gender
Lumen's Customer Satisfaction score was rated 67 by Male customers on Comparably.
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67 / 100
MaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Lumen Customer Service
3.6/5
Lumen has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Lumen's Customer Service
Website
http://www.lumen.com
Quick Insights into Lumen Customer Service
Lumen's Customer Service score was rated highest by Male customers.
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Ranked Lumen Customer Service the Highest
Lumen Customer Service Score by Gender
Lumen's Customer Service score was rated 4 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Lumen.
Male
4/5
Female
N/A
Lumen as an Employer
2.9/5
Lumen has a 2.9/5 stars for its overall company culture rated by their employees
bottom
30%
Consumer vs. Employees
Lumen scored a -7 for Net Promoter Score and a -42 for Employee Net Promoter Score. NPS gauges how likely a customer of Lumen would recommend the brand to a friend. ENPS measures how likely Lumen employees would recommend working at Lumen to a friend.
Net Promoter Score
-7
NPS Score
| 43% | Promoters |
|---|---|
| 7% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
-42
eNPS Score
| 14% | Promoters |
|---|---|
| 30% | Passive |
| 56% | Detractors |
