-78
NPS
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Lumen (formerly CenturyLink)
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About Lumen (formerly CenturyLink) Brand
"CenturyLink is a telecommunications firm that provides broadband, voice, wireless, cloud IaaS and managed services for consumers and businesses." Among its major competitors, Lumen (formerly CenturyLink) is ranked in 7th place for NPS while Equinix is 1st, and Verizon is 2nd. Overall, Lumen (formerly CenturyLink) has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $12.07B
Brand at a Glance
69%
Customer Loyalty
1.5/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
Lumen (formerly CenturyLink) CMO
Lumen (formerly CenturyLink) Ranking
- #4 / 4 of its competitors
Lumen (formerly CenturyLink) NPS
Lumen (formerly CenturyLink)'s Net Promoter Score (NPS) is a -78 with 9% Promoters, 4% Passives, and 87% Detractors. Net Promoter Score tracks whether Lumen (formerly CenturyLink)'s customers would recommend using the product based on a scale of -100 to 100.
Lumen (formerly CenturyLink) Overall NPS
| 9% | Promoters |
|---|---|
| 4% | Passives |
| 87% | Detractors |
Lumen (formerly CenturyLink) NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2025 -78 | May 2025 | -78 |
Jun 2025 -78 | Jun 2025 | -78 |
Jul 2025 -78 | Jul 2025 | -78 |
Aug 2025 -78 | Aug 2025 | -78 |
Sep 2025 -78 | Sep 2025 | -78 |
Oct 2025 -78 | Oct 2025 | -78 |
Nov 2025 -78 | Nov 2025 | -78 |
Dec 2025 -78 | Dec 2025 | -78 |
Jan 2026 -78 | Jan 2026 | -78 |
Feb 2026 -78 | Feb 2026 | -78 |
Mar 2026 -78 | Mar 2026 | -78 |
May 2026 -78 | May 2026 | -78 |
How Other Brands Compare
Lumen (formerly CenturyLink) is ranked #4 for NPS among its competitors. Equinix and Verizon come in first and second, with Comcast coming in at third. Among those competitors, it is the lowest valued company behind Comcast.
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 (formerly CenturyLink) NPS by Gender
Male customers rated Lumen (formerly CenturyLink)'s NPS 2 points higher than Female customers.
Male
-91
Lumen (formerly CenturyLink)'s NPS was rated -91 by Male customers on Comparably.
4%
Promoters
1%
Passives
95%
Detractors
Female
-93
Lumen (formerly CenturyLink)'s NPS was rated -93 by Female customers on Comparably.
2%
Promoters
3%
Passives
95%
Detractors
Lumen (formerly CenturyLink) NPS by Ethnicity
Lumen (formerly CenturyLink)'s NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -92 | Caucasian | -92 |
Hispanic or Latino -100 | Hispanic or Latino | -100 |
African American/Black -90 | African American/Black | -90 |
Asian or Pacific Islander -83 | Asian or Pacific Islander | -83 |
Other -90 | Other | -90 |
Lumen (formerly CenturyLink) NPS by Age
Lumen (formerly CenturyLink)'s NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 46-50.
Lumen (formerly CenturyLink) NPS by Usage
Lumen (formerly CenturyLink)'s NPS was rated the highest by customers who have used Lumen (formerly CenturyLink)'s products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -90 | Less than 1 Year | -90 |
1 to 2 Years -84 | 1 to 2 Years | -84 |
2 to 5 Years -92 | 2 to 5 Years | -92 |
5 to 10 Years -89 | 5 to 10 Years | -89 |
Over 10 Years -92 | Over 10 Years | -92 |
Lumen (formerly CenturyLink) NPS vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s NPS is rated right above Good Technology, and is preceded by Sprint.
| COMPANY | NPS Score | |
|---|---|---|
 | Equinix | 29 |
 | Verizon | -1 |
 | Cogent Communications | -9 |
 | Cincinnati Bell | -28 |
 | Comcast | -33 |
 | Sprint | -73 |
| Lumen (formerly CenturyLink) | -78 |
 | Good Technology | -100 |
Lumen (formerly CenturyLink) Customer Reviews
Out of the 95 Lumen (formerly CenturyLink) customer reviews 5 were positive and 90 were constructive. Lumen (formerly CenturyLink) 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 (formerly CenturyLink) Customer Loyalty
69%
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.
69% of Lumen (formerly CenturyLink) users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Lumen (formerly CenturyLink) Customer Loyalty Score by Gender
Female customers rated Lumen (formerly CenturyLink)'s Customer Loyalty score 5% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Lumen (formerly CenturyLink).
Male
69%
Yes
Female
74%
Yes
Lumen (formerly CenturyLink) Customer Loyalty Score by Ethnicity
Lumen (formerly CenturyLink)'s Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Lumen (formerly CenturyLink).
72
out of 100
Caucasian
100
out of 100
Hispanic or Latino
86
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
69
out of 100
Other
Lumen (formerly CenturyLink) Customer Loyalty Score by Age
Lumen (formerly CenturyLink)'s Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Lumen (formerly CenturyLink).
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 51% | 18-25 | 51% |
26-30 44% | 26-30 | 44% |
31-35 68% | 31-35 | 68% |
36-40 68% | 36-40 | 68% |
41-45 63% | 41-45 | 63% |
46-50 72% | 46-50 | 72% |
51-55 65% | 51-55 | 65% |
56-60 64% | 56-60 | 64% |
61-65 76% | 61-65 | 76% |
66+ 77% | 66+ | 77% |
Lumen (formerly CenturyLink) Customer Loyalty Score by Usage
Lumen (formerly CenturyLink)'s Customer Loyalty score was rated the highest by customers who have used Lumen (formerly CenturyLink)'s products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Lumen (formerly CenturyLink) Customer Loyalty Score by Industry
Lumen (formerly CenturyLink)'s Customer Loyalty score was rated the highest by Manufacturing and Machinery industry customers, and the lowest by Non-Profit industry customers.
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Lumen (formerly CenturyLink) Customer Loyalty vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s Customer Loyalty score is rated right above Good Technology, and is preceded by Cogent Communications.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Sprint | 84% |
| Equinix | 80% |
| Verizon | 80% |
| Cincinnati Bell | 77% |
| Comcast | 72% |
| Cogent Communications | 69% |
| Lumen (formerly CenturyLink) | 69% |
| Good Technology | N/A |
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Lumen (formerly CenturyLink) Product Quality
1.5/5
Lumen (formerly CenturyLink) has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
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Lumen (formerly CenturyLink) Product Information
Lumen (formerly CenturyLink)’s product quality score is a 1.5 out of 5 as rated by its users and customers. Reviewers from the Architecture and Planning industry rated Lumen (formerly CenturyLink)'s product the highest. Reviewers from the Accounting industry rated Lumen (formerly CenturyLink) the lowest at 1.5.
- Website
- http://www.lumen.com
- Company Size
- 10,000+ Employees
Industry
Public Relations and Communications
Quick Insights into Lumen (formerly CenturyLink) Product Quality
Lumen (formerly CenturyLink)'s Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Utilities industry.
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Ranked Lumen (formerly CenturyLink) Product Quality the Highest
Ranked Lumen (formerly CenturyLink) Product Quality the Lowest
Lumen (formerly CenturyLink) Product Quality Score by Gender
Lumen (formerly CenturyLink)'s Product Quality score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Lumen (formerly CenturyLink).
Male
1.5/5
Female
1.5/5
Lumen (formerly CenturyLink) Product Quality Score by Ethnicity
Lumen (formerly CenturyLink)'s Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Lumen (formerly CenturyLink).
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Other 1.5 | Other | 1.5 |
Lumen (formerly CenturyLink) Product Quality Score by Age
Lumen (formerly CenturyLink)'s Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Lumen (formerly CenturyLink).
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.6 | 31-35 | 1.6 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Lumen (formerly CenturyLink) Product Quality Score by Usage
Lumen (formerly CenturyLink)'s Product Quality score was rated the highest by customers who have used Lumen (formerly CenturyLink)'s products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Lumen (formerly CenturyLink) Product Quality Score by Industry
Lumen (formerly CenturyLink)'s Product Quality score was rated the highest by Architecture and Planning industry customers, and the lowest by Utilities industry customers.
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Lumen (formerly CenturyLink) Product Quality vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s Product Quality score is rated right below Sprint.
| COMPANY | Product Quality Score | |
|---|---|---|
| Good Technology | 5/5 |
| Equinix | 4.1/5 |
| Cogent Communications | 3.3/5 |
| Verizon | 3.3/5 |
| Cincinnati Bell | 3.2/5 |
| Comcast | 2.4/5 |
| Sprint | 1.6/5 |
| Lumen (formerly CenturyLink) | 1.5/5 |
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Lumen (formerly CenturyLink) Pricing
Lumen (formerly CenturyLink) ROI & Value For Money
1.5/5
Lumen (formerly CenturyLink) has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
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Lumen (formerly CenturyLink) Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Architecture and Planning industry. The users from the Accounting industry think that they had the lowest ROI from Lumen (formerly CenturyLink).
Quick Insights into Lumen (formerly CenturyLink) ROI
Lumen (formerly CenturyLink)'s ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Utilities industry.
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Ranked Lumen (formerly CenturyLink) ROI the Highest
Ranked Lumen (formerly CenturyLink) ROI the Lowest
Lumen (formerly CenturyLink) ROI Score by Gender
Lumen (formerly CenturyLink)'s ROI score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Lumen (formerly CenturyLink).
Male
1.5/5
Female
1.5/5
Lumen (formerly CenturyLink) ROI Score by Ethnicity
Lumen (formerly CenturyLink)'s ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Lumen (formerly CenturyLink).
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 1.5 | Other | 1.5 |
Lumen (formerly CenturyLink) ROI Score by Age
Lumen (formerly CenturyLink)'s ROI score was rated 1.5 stars by customers ages 18-25 and customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Lumen (formerly CenturyLink).
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Lumen (formerly CenturyLink) ROI Score by Usage
Lumen (formerly CenturyLink)'s ROI score was rated the highest by customers who have used Lumen (formerly CenturyLink)'s products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Lumen (formerly CenturyLink) ROI Score by Industry
Lumen (formerly CenturyLink)'s ROI score was rated the highest by Architecture and Planning industry customers, and the lowest by Utilities industry customers.
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Lumen (formerly CenturyLink) Pricing vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s ROI score is rated right below Sprint.
| COMPANY | Pricing Score | |
|---|---|---|
| Good Technology | 5/5 |
| Equinix | 4/5 |
| Verizon | 3.1/5 |
| Cogent Communications | 3/5 |
| Cincinnati Bell | 2.9/5 |
| Comcast | 2.1/5 |
| Sprint | 1.6/5 |
| Lumen (formerly CenturyLink) | 1.5/5 |
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Lumen (formerly CenturyLink) Customer Satisfaction (CSAT)
Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) Score
14 / 100
Lumen (formerly CenturyLink) has an overall Customer Satisfaction score of 14 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
7%
Satisfied
7%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
10%
Very Dissatisfied
71%
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 (formerly CenturyLink) Customer Satisfaction
Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated highest by customers from the Architecture and Planning industry, and rated lowest by customers from the Real Estate industry.
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Ranked Lumen (formerly CenturyLink) Customer Satisfaction the Highest
Ranked Lumen (formerly CenturyLink) Customer Satisfaction the Lowest
Lumen (formerly CenturyLink) Customer Satisfaction Score by Gender
Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated 7 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Lumen (formerly CenturyLink).
7 / 100
MaleVery Satisfied | 2% | |
|---|---|---|
Satisfied | 5% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 11% | |
Very Dissatisfied | 76% |
7 / 100
FemaleVery Satisfied | 3% | |
|---|---|---|
Satisfied | 4% | |
Neither Satisfied nor Dissatisfied | 1% | |
Dissatisfied | 5% | |
Very Dissatisfied | 87% |
Lumen (formerly CenturyLink) Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 6% according to Caucasian users and customers.
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6 / 100
Very Satisfied
2%
Satisfied
4%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
8%
Very Dissatisfied
83%
CSAT according to Hispanic or Latino
Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 0% according to Hispanic or Latino users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Lumen (formerly CenturyLink).
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to African American/Black
Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 6% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Lumen (formerly CenturyLink).
6 / 100
Very Satisfied
0%
Satisfied
6%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
16%
Very Dissatisfied
78%
CSAT according to Asian or Pacific Islander
Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 40% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Lumen (formerly CenturyLink).
40 / 100
Very Satisfied
0%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
40%
CSAT according to Other
Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 6% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Lumen (formerly CenturyLink).
6 / 100
Very Satisfied
3%
Satisfied
3%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
9%
Very Dissatisfied
82%
Lumen (formerly CenturyLink) Customer Satisfaction Score by Age
Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Lumen (formerly CenturyLink).
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 13% | |||||||||||||||
| 26-30 | 43% | |||||||||||||||
| 31-35 | 21% | |||||||||||||||
| 36-40 | 9% | |||||||||||||||
| 41-45 | 7% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 0% | |||||||||||||||
| 56-60 | 2% | |||||||||||||||
| 61-65 | 9% | |||||||||||||||
| 66+ | 6% |
Lumen (formerly CenturyLink) Customer Satisfaction Score by Usage
Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated the highest by customers who have used Lumen (formerly CenturyLink)'s products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Lumen (formerly CenturyLink) Customer Satisfaction Score by Industry
Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Real Estate industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Lumen (formerly CenturyLink) Customer Satisfaction Score by Industry",
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Real Estate industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 11,
"stars": 0,
"csatScore": 11,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 11
},
{
"label": "Accounting",
"groupId": 495,
"score": 18,
"stars": 0,
"csatScore": 18,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 18
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 0,
"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Architecture and Planning customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 50
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Automotive and Transportation",
"groupId": 500,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Automotive and Transportation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Banking and Financial Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Construction",
"groupId": 510,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Construction customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Consulting",
"groupId": 511,
"score": 22,
"stars": 0,
"csatScore": 22,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 22
},
{
"label": "Consumer Services",
"groupId": 514,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Education",
"groupId": 515,
"score": 5,
"stars": 0,
"csatScore": 5,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 5
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Government and Public Policy customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Hospitality",
"groupId": 523,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Insurance",
"groupId": 526,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Insurance customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Legal",
"groupId": 529,
"score": 14,
"stars": 0,
"csatScore": 14,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 14
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Marketing, Advertising and Research customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Media and Entertainment",
"groupId": 537,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Media and Entertainment customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Military and Defense",
"groupId": 538,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Military and Defense customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Non-Profit",
"groupId": 540,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Non-Profit customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Real Estate",
"groupId": 554,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Real Estate customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Telecommunications",
"groupId": 564,
"score": 16,
"stars": 0,
"csatScore": 16,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Telecommunications customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 16
},
{
"label": "Utilities",
"groupId": 568,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated by Utilities customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
}
]
}Lumen (formerly CenturyLink) Customer Satisfaction vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated right above Good Technology, and is preceded by Sprint.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Equinix | 78% |
| Verizon | 54% |
| Cincinnati Bell | 50% |
| Cogent Communications | 36% |
| Comcast | 26% |
| Sprint | 17% |
| Lumen (formerly CenturyLink) | 13% |
| Good Technology | 0% |
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Lumen (formerly CenturyLink) Customer Service
1.5/5
Lumen (formerly CenturyLink) has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
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About Lumen (formerly CenturyLink)'s Customer Service
Address
100 CenturyLink Drive, Monroe, LA LA71203
Website
http://www.lumen.com
Phone Number
318-388-9000
Quick Insights into Lumen (formerly CenturyLink) Customer Service
Lumen (formerly CenturyLink)'s Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Utilities industry.
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Ranked Lumen (formerly CenturyLink) Customer Service the Highest
Ranked Lumen (formerly CenturyLink) Customer Service the Lowest
Lumen (formerly CenturyLink) Customer Service Score by Gender
Lumen (formerly CenturyLink)'s Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Lumen (formerly CenturyLink) Customer Service Score by Ethnicity
Lumen (formerly CenturyLink)'s Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Lumen (formerly CenturyLink).
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.6 | Hispanic or Latino | 1.6 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 2.3 | Asian or Pacific Islander | 2.3 |
Other 1.5 | Other | 1.5 |
Lumen (formerly CenturyLink) Customer Service Score by Age
Lumen (formerly CenturyLink)'s Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Lumen (formerly CenturyLink).
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40
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.6 | 31-35 | 1.6 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Lumen (formerly CenturyLink) Customer Service Score by Usage
Lumen (formerly CenturyLink)'s Customer Service score was rated 1.5 stars by customers who have used Lumen (formerly CenturyLink)'s products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Lumen (formerly CenturyLink) Customer Service Score by Industry
Lumen (formerly CenturyLink)'s Customer Service score was rated the highest by Architecture and Planning industry customers, and the lowest by Utilities industry customers.
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Lumen (formerly CenturyLink) Customer Service vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s Customer Service score is rated right below Sprint.
| COMPANY | Customer Service Score | |
|---|---|---|
| Good Technology | 5/5 |
| Equinix | 4.1/5 |
| Cogent Communications | 3.2/5 |
| Verizon | 3.1/5 |
| Cincinnati Bell | 2.6/5 |
| Comcast | 2.1/5 |
| Sprint | 1.5/5 |
| Lumen (formerly CenturyLink) | 1.5/5 |
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Lumen (formerly CenturyLink) as an Employer
2.4/5
Lumen (formerly CenturyLink) has a 2.4/5 stars for its overall company culture rated by their employees
bottom
5%
CEO of Lumen (formerly CenturyLink)
In the Bottom 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Lumen (formerly CenturyLink) scored a -78 for Net Promoter Score and a -50 for Employee Net Promoter Score. NPS gauges how likely a customer of Lumen (formerly CenturyLink) would recommend the brand to a friend. ENPS measures how likely Lumen (formerly CenturyLink) employees would recommend working at Lumen (formerly CenturyLink) to a friend.
Net Promoter Score
-78
NPS Score
| 9% | Promoters |
|---|---|
| 4% | Passive |
| 87% | Detractors |
Employee Net Promoter Score
-50
eNPS Score
| 19% | Promoters |
|---|---|
| 12% | Passive |
| 69% | Detractors |
