-69
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 6th place for NPS while Cogent Communications is 1st, and Equinix is 2nd. Overall, Lumen (formerly CenturyLink) has a negative social sentiment, when analyzing social media channels and online mentions.Their current market cap is $12.07B
Brand at a Glance
63%
Customer Loyalty
1.6/5
Product Quality
1.7/5
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 -69 with 13% Promoters, 5% Passives, and 82% 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
| 13% | Promoters |
|---|---|
| 5% | Passives |
| 82% | Detractors |
Lumen (formerly CenturyLink) NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2021 -80 | Jun 2021 | -80 |
Jul 2021 -80 | Jul 2021 | -80 |
Aug 2021 -82 | Aug 2021 | -82 |
Sep 2021 -81 | Sep 2021 | -81 |
Oct 2021 -81 | Oct 2021 | -81 |
Nov 2021 -78 | Nov 2021 | -78 |
Dec 2021 -78 | Dec 2021 | -78 |
Jan 2022 -74 | Jan 2022 | -74 |
Feb 2022 -73 | Feb 2022 | -73 |
Mar 2022 -73 | Mar 2022 | -73 |
Apr 2022 -73 | Apr 2022 | -73 |
May 2022 -71 | May 2022 | -71 |
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.
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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
Female customers rated Lumen (formerly CenturyLink)'s NPS 2 points higher than Male customers.
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Male
-93
Lumen (formerly CenturyLink)'s NPS was rated -93 by Male customers on Comparably.
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3%
Promoters
1%
Passives
96%
Detractors
Female
-91
Lumen (formerly CenturyLink)'s NPS was rated -91 by Female customers on Comparably.
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1%
Promoters
7%
Passives
92%
Detractors
Lumen (formerly CenturyLink) NPS by Ethnicity
Lumen (formerly CenturyLink)'s NPS was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of Lumen (formerly CenturyLink).
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -89 | Caucasian | -89 |
African American/Black -100 | African American/Black | -100 |
Other -95 | Other | -95 |
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 56-60.
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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 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -90 | Less than 1 Year | -90 |
1 to 2 Years -100 | 1 to 2 Years | -100 |
2 to 5 Years -92 | 2 to 5 Years | -92 |
5 to 10 Years -84 | 5 to 10 Years | -84 |
Over 10 Years -87 | Over 10 Years | -87 |
Lumen (formerly CenturyLink) NPS vs. Competitors
Compared to its competitors, Lumen (formerly CenturyLink)'s NPS is rated right above Sprint, and is preceded by Comcast.
| COMPANY | NPS Score | |
|---|---|---|
 | Cogent Communications | 28 |
 | Equinix | 21 |
 | Verizon | 16 |
 | Cincinnati Bell | -11 |
 | Comcast | -16 |
| Lumen (formerly CenturyLink) | -69 |
 | Sprint | -71 |
 | Good Technology | -100 |
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Lumen (formerly CenturyLink) Customer Reviews
Out of the 32 Lumen (formerly CenturyLink) customer reviews 1 was positive and 31 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
63%
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.
63% of Lumen (formerly CenturyLink) users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Lumen (formerly CenturyLink) Customer Loyalty Score by Gender
Female customers rated Lumen (formerly CenturyLink)'s Customer Loyalty score 1% higher than Male customers.
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Male
65%
Yes
Female
66%
Yes
Lumen (formerly CenturyLink) Customer Loyalty Score by Ethnicity
Lumen (formerly CenturyLink)'s Customer Loyalty score was rated the highest by African American/Black 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).
65
out of 100
Caucasian
100
out of 100
African American/Black
62
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 36-40, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 46% | 18-25 | 46% |
26-30 10% | 26-30 | 10% |
31-35 33% | 31-35 | 33% |
36-40 100% | 36-40 | 100% |
41-45 46% | 41-45 | 46% |
46-50 70% | 46-50 | 70% |
51-55 69% | 51-55 | 69% |
56-60 53% | 56-60 | 53% |
61-65 67% | 61-65 | 67% |
66+ 74% | 66+ | 74% |
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.
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Lumen (formerly CenturyLink) Customer Loyalty Score by Industry
Lumen (formerly CenturyLink)'s Customer Loyalty score was rated the highest by Consulting industry customers, and the lowest by Legal 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 Comcast.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Equinix | 87% |
| Sprint | 84% |
| Verizon | 83% |
| Cogent Communications | 79% |
| Cincinnati Bell | 74% |
| Comcast | 74% |
| Lumen (formerly CenturyLink) | 63% |
| Good Technology | N/A |
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Lumen (formerly CenturyLink) Product Quality
1.6/5
Lumen (formerly CenturyLink) has an overall Product Quality score of 1.6 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 1.6 out of 5 as rated by its users and customers. Reviewers from the Consumer Services industry rated Lumen (formerly CenturyLink)'s product the highest. Reviewers from the Banking and Financial Services 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 customers ages 36-40, and rated lowest by customers from the Telecommunications 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.
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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 1.5 stars by both African American/Black and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Lumen (formerly CenturyLink).
0
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3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
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 36-40, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.6 | 18-25 | 1.6 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.6 | 31-35 | 1.6 |
36-40 2 | 36-40 | 2 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.7 | 46-50 | 1.7 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.7 | 61-65 | 1.7 |
66+ 1.5 | 66+ | 1.5 |
Lumen (formerly CenturyLink) Product Quality Score by Usage
Lumen (formerly CenturyLink)'s Product Quality 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) Product Quality Score by Industry
Lumen (formerly CenturyLink)'s Product Quality score was rated the highest by Consumer Services industry customers, and the lowest by Telecommunications 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 | 4.2/5 |
| Cogent Communications | 3.9/5 |
| Verizon | 3.7/5 |
| Cincinnati Bell | 3.5/5 |
| Comcast | 2.9/5 |
| Sprint | 1.7/5 |
| Lumen (formerly CenturyLink) | 1.6/5 |
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Lumen (formerly CenturyLink) Pricing
Lumen (formerly CenturyLink) ROI & Value For Money
1.7/5
Lumen (formerly CenturyLink) has a value for money and ROI score of 1.7 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 Consumer Services industry. The users from the Banking and Financial Services 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 African American/Black customers, and rated lowest by customers from the Telecommunications 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.
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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 African American/Black customers, and the lowest by Other customers.
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0
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 3.1 | African American/Black | 3.1 |
Other 1.5 | Other | 1.5 |
Lumen (formerly CenturyLink) ROI Score by Age
Lumen (formerly CenturyLink)'s ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
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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 2 | 36-40 | 2 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.9 | 46-50 | 1.9 |
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 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) ROI Score by Industry
Lumen (formerly CenturyLink)'s ROI score was rated the highest by Consumer Services industry customers, and the lowest by Telecommunications 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 above Sprint, and is preceded by Comcast.
| COMPANY | Pricing Score | |
|---|---|---|
| Good Technology | 5/5 |
| Equinix | 3.9/5 |
| Verizon | 3.5/5 |
| Cogent Communications | 3.4/5 |
| Cincinnati Bell | 3/5 |
| Comcast | 2.6/5 |
| Lumen (formerly CenturyLink) | 1.7/5 |
| Sprint | 1.7/5 |
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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 African American/Black customers, and rated lowest by customers from the Telecommunications 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 African American/Black 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).
0
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5
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.1 | African American/Black | 2.1 |
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 36-40, and the lowest by customers ages 66+.
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0
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3
4
5
| 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 2 | 36-40 | 2 |
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 Accounting industry customers, and the lowest by Telecommunications 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 above Sprint, and is preceded by Comcast.
| COMPANY | Customer Service Score | |
|---|---|---|
| Good Technology | 5/5 |
| Equinix | 4/5 |
| Cogent Communications | 3.8/5 |
| Verizon | 3.6/5 |
| Cincinnati Bell | 2.7/5 |
| Comcast | 2.6/5 |
| Lumen (formerly CenturyLink) | 1.5/5 |
| Sprint | 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 -69 for Net Promoter Score and a -51 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
-69
NPS Score
| 13% | Promoters |
|---|---|
| 5% | Passive |
| 82% | Detractors |
Employee Net Promoter Score
-51
eNPS Score
| 18% | Promoters |
|---|---|
| 13% | Passive |
| 69% | Detractors |
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