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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

64%
Customer Loyalty
1.6/5
Product Quality
1.7/5
Pricing
1.5/5
Customer Service
Lumen (formerly CenturyLink) CMO

Lumen (formerly CenturyLink) Ranking

Lumen (formerly CenturyLink) NPS

Lumen (formerly CenturyLink)'s Net Promoter Score (NPS) is a -71 with 12% Promoters, 5% Passives, and 83% 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

-71
NPS
12%Promoters
5%Passives
83%Detractors
Lumen (formerly CenturyLink) Overall NPS

Lumen (formerly CenturyLink) NPS Trend

-100
-50
0
50
100
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
Jun 2022
-70
Jun 2022-70

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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Lumen (formerly CenturyLink) Logo
Lumen (formerly CenturyLink)
Verizon's Logo
Verizon
Equinix's Logo
Equinix
Comcast's Logo
Comcast
Global Ranking#-#108#613#-
NPS-711722-14
Social Sentiment Calculated by analyzing social media and other online mentionsNegativeNegative-Negative
Valuation Updated every 24 hours for public companies$12.07B$241.36B$60.54B$249.98B

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 1 points higher than Female customers.

Sign Up for Brand Profile PRO to get the full NPS by Gender data of Lumen (formerly CenturyLink).

Male

-91

Lumen (formerly CenturyLink)'s NPS was rated -91 by Male customers on Comparably.

Sign Up to learn about Lumen (formerly CenturyLink) NPS Score rated by Male customers on Comparably.
4%
Promoters
1%
Passives
95%
Detractors

Female

-92

Lumen (formerly CenturyLink)'s NPS was rated -92 by Female customers on Comparably.

Sign Up to learn about Lumen (formerly CenturyLink) NPS Score rated by Female customers on Comparably.
1%
Promoters
6%
Passives
93%
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 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
Caucasian
-88
Caucasian-88
African American/Black
-100
African American/Black-100
Asian or Pacific Islander
-67
Asian or Pacific Islander-67
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.

Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of Lumen (formerly CenturyLink).
0
20
40
60
80
100
Promoters
0%
Passives
20%
Detractors
80%
18-250%20%80%
Promoters
0%
Passives
0%
Detractors
100%
26-300%0%100%
Promoters
17%
Passives
0%
Detractors
83%
31-3517%0%83%
Promoters
0%
Passives
33%
Detractors
67%
36-400%33%67%
Promoters
0%
Passives
0%
Detractors
100%
41-450%0%100%
Promoters
0%
Passives
0%
Detractors
100%
46-500%0%100%
Promoters
0%
Passives
5%
Detractors
95%
51-550%5%95%
Promoters
0%
Passives
0%
Detractors
100%
56-600%0%100%
Promoters
4%
Passives
4%
Detractors
92%
61-654%4%92%
Promoters
4%
Passives
1%
Detractors
95%
66+4%1%95%

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 Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.

Sign Up for Brand Profile PRO to get the full NPS by Usage data of Lumen (formerly CenturyLink).
-100
-50
0
50
100
Less than 1 Year
-92
Less than 1 Year-92
1 to 2 Years
-100
1 to 2 Years-100
2 to 5 Years
-92
2 to 5 Years-92
5 to 10 Years
-87
5 to 10 Years-87
Over 10 Years
-86
Over 10 Years-86

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.

Unlock Lumen (formerly CenturyLink) NPS vs. Competitors Data

Lumen (formerly CenturyLink) Logo
VS
Cogent Communications' Logo
Equinix's Logo
Verizon's Logo
Cincinnati Bell's Logo
Comcast's Logo
Sprint's Logo
Good Technology's Logo

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Lumen (formerly CenturyLink) Customer Reviews

Out of the 41 Lumen (formerly CenturyLink) customer reviews 3 were positive and 38 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.

What can this brand most improve?
Customer service. Absolutely the worst company I have ever dealt with. By far. If I had any other choice for an ISP, I would take it. They seem to predate on areas in which they can get a monopoly and them provide terrible, terrible customer service.
Review from Male / Other / 61-65Posted 8 days ago
What can this brand most improve?
Customer service amd wait time
Review from Female / Caucasian / 51-55Posted 10 hours ago
What do you value most about this brand?
Health insurance since i am now retired
Review from Male / Caucasian / 66+Posted 6 days ago
What can this brand most improve?
They don't offer decent speed in my area
Review from Female / Caucasian / 26-30Posted 20 days ago
What can this brand most improve?
Provide competent customer service to diagnose and solve problems
Review from Male / Caucasian / 66+Posted 23 days ago

Lumen (formerly CenturyLink) Customer Loyalty

64%

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.

64% 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?"

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64
64%
36
36%
Lumen (formerly CenturyLink) Customer Loyalty

Lumen (formerly CenturyLink) Customer Loyalty Score by Gender

Lumen (formerly CenturyLink)'s Customer Loyalty score was rated 66 by both Female and Male customers on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Lumen (formerly CenturyLink).
Male
66%
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 Asian or Pacific Islander customers.

% who answered "Yes"

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Lumen (formerly CenturyLink).
67
out of 100
Caucasian
100
out of 100
African American/Black
40
out of 100
Asian or Pacific Islander
64
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.

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%
18-25
46%
18-2546%
26-30
10%
26-3010%
31-35
40%
31-3540%
36-40
100%
36-40100%
41-45
46%
41-4546%
46-50
70%
46-5070%
51-55
67%
51-5567%
56-60
53%
56-6053%
61-65
71%
61-6571%
66+
76%
66+76%

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.

Less than 1 Year
41%
1 to 2 Years
51%
2 to 5 Years
52%
5 to 10 Years
71%
Over 10 Years
80%

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 Utilities industry customers.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.

Tech
61%
Accounting
49%
Banking and Financial Services
46%
Business and Consumer Services
70%
Construction
78%
Consulting
100%
Consumer Services
82%
Education
74%
Government and Public Policy
100%
Healthcare, Hospitals and Medicine
100%
Hospitality
70%
Insurance
40%
Legal
40%
Media and Entertainment
70%
Real Estate
78%
Telecommunications
65%
Utilities
40%

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.

Unlock Lumen (formerly CenturyLink) Customer Loyalty vs. Competitors Data

Lumen (formerly CenturyLink) Logo
VS
Equinix's Logo
Verizon's Logo
Sprint's Logo
Cogent Communications' Logo
Cincinnati Bell's Logo
Comcast's Logo
Good Technology's Logo

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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 Tech 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 Asian or Pacific Islander customers, and rated lowest by customers from the Real Estate industry.

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Ranked Lumen (formerly CenturyLink) Product Quality the Highest

Asian or Pacific Islander
3.3
36-40
2
Tech
1.8

Ranked Lumen (formerly CenturyLink) Product Quality the Lowest

Other
1.5
Over 10 Years
1.5
Real Estate
1.5

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
Caucasian
1.5
Caucasian1.5
African American/Black
1.5
African American/Black1.5
Asian or Pacific Islander
3.3
Asian or Pacific Islander3.3
Other
1.5
Other1.5

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+.

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
18-25
1.6
18-251.6
26-30
1.5
26-301.5
31-35
1.6
31-351.6
36-40
2
36-402
41-45
1.5
41-451.5
46-50
1.7
46-501.7
51-55
1.5
51-551.5
56-60
1.5
56-601.5
61-65
1.5
61-651.5
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.

Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.

Less than 1 Year
1.5
1 to 2 Years
1.5
2 to 5 Years
1.5
5 to 10 Years
1.5
Over 10 Years
1.5

Lumen (formerly CenturyLink) Product Quality Score by Industry

Lumen (formerly CenturyLink)'s Product Quality score was rated the highest by Tech industry customers, and the lowest by Real Estate industry customers.

Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.

Tech
1.8
Accounting
1.7
Banking and Financial Services
1.5
Business and Consumer Services
1.5
Construction
1.5
Consulting
1.5
Consumer Services
1.7
Education
1.5
Government and Public Policy
1.5
Healthcare, Hospitals and Medicine
1.5
Hospitality
1.6
Insurance
1.5
Legal
1.5
Media and Entertainment
1.5
Real Estate
1.5
Telecommunications
1.6
Utilities
1.6

Lumen (formerly CenturyLink) Product Quality vs. Competitors

Compared to its competitors, Lumen (formerly CenturyLink)'s Product Quality score is rated right below Sprint.

Unlock Lumen (formerly CenturyLink) Product Quality vs. Competitors Data

Lumen (formerly CenturyLink) Logo
VS
Good Technology's Logo
Equinix's Logo
Cogent Communications' Logo
Verizon's Logo
Cincinnati Bell's Logo
Comcast's Logo
Sprint's Logo

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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 Asian or Pacific Islander customers, and rated lowest by customers from the Utilities industry.

Sign Up to unlock insights into how customers have ranked Lumen (formerly CenturyLink) ROI score.

Ranked Lumen (formerly CenturyLink) ROI the Highest

Asian or Pacific Islander
3.5
36-40
2
Consumer Services
2

Ranked Lumen (formerly CenturyLink) ROI the Lowest

Other
1.5
Over 10 Years
1.5
Utilities
1.5

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
Caucasian
1.5
Caucasian1.5
African American/Black
2.5
African American/Black2.5
Asian or Pacific Islander
3.5
Asian or Pacific Islander3.5
Other
1.5
Other1.5

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+.

Sign Up for Brand Profile PRO to get the full ROI by Age data of Lumen (formerly CenturyLink).
0
1
2
3
4
5
18-25
1.5
18-251.5
26-30
1.9
26-301.9
31-35
1.5
31-351.5
36-40
2
36-402
41-45
1.5
41-451.5
46-50
1.9
46-501.9
51-55
1.5
51-551.5
56-60
1.5
56-601.5
61-65
1.5
61-651.5
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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Less than 1 Year
1.5
1 to 2 Years
1.5
2 to 5 Years
1.5
5 to 10 Years
1.5
Over 10 Years
1.5

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 Utilities industry customers.

Sign Up for Brand Profile PRO to get the full ROI by Industry data.

Tech
1.8
Accounting
1.8
Banking and Financial Services
1.5
Business and Consumer Services
1.5
Construction
1.5
Consulting
1.5
Consumer Services
2
Education
1.5
Government and Public Policy
1.5
Healthcare, Hospitals and Medicine
1.5
Hospitality
1.8
Insurance
1.5
Legal
1.5
Media and Entertainment
1.5
Real Estate
1.5
Telecommunications
1.5
Utilities
1.5

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.

Unlock Lumen (formerly CenturyLink) ROI vs. Competitors Data

Lumen (formerly CenturyLink) Logo
VS
Good Technology's Logo
Equinix's Logo
Verizon's Logo
Cogent Communications' Logo
Cincinnati Bell's Logo
Comcast's Logo
Sprint's Logo

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Lumen (formerly CenturyLink) Customer Satisfaction (CSAT)

Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) Score

21 / 100

Lumen (formerly CenturyLink) has an overall Customer Satisfaction score of 21 rated by its users and customers.

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Very Satisfied9%
Satisfied12%
Neither Satisfied nor Dissatisfied6%
Dissatisfied11%
Very Dissatisfied62%
Very Satisfied
9%
Satisfied
12%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
11%
Very Dissatisfied
62%

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 ages 26-30, and rated lowest by Other customers.

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Ranked Lumen (formerly CenturyLink) Customer Satisfaction the Highest

26-30
67%
Utilities
33%
Less than 1 Year
15%

Ranked Lumen (formerly CenturyLink) Customer Satisfaction the Lowest

56-60
0%
Education
0%
Other
0%

Lumen (formerly CenturyLink) Customer Satisfaction Score by Gender

Female customers rated Lumen (formerly CenturyLink)'s Customer Satisfaction score 8 points higher than Male customers.

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6 / 100
Male
Very Satisfied
0%
Satisfied
6%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
12%
Very Dissatisfied
78%
14 / 100
Female
Very Satisfied
6%
Satisfied
8%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
9%
Very Dissatisfied
74%

Lumen (formerly CenturyLink) Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 11% according to Caucasian users and customers.

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11 / 100
Very Satisfied3%
Satisfied8%
Neither Satisfied nor Dissatisfied2%
Dissatisfied9%
Very Dissatisfied78%
Very Satisfied
3%
Satisfied
8%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
9%
Very Dissatisfied
78%

CSAT according to African American/Black

Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 0% 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).
0 / 100
Very Satisfied0%
Satisfied0%
Neither Satisfied nor Dissatisfied0%
Dissatisfied67%
Very Dissatisfied33%
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
67%
Very Dissatisfied
33%

CSAT according to Other

Lumen (formerly CenturyLink) Customer Satisfaction (CSAT) score was rated 0% 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).
0 / 100
Very Satisfied0%
Satisfied0%
Neither Satisfied nor Dissatisfied0%
Dissatisfied7%
Very Dissatisfied93%
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
7%
Very Dissatisfied
93%

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 56-60.

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
26-30 CSAT Score
67%
Very Satisfied
0%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
26-3067%
31-35 CSAT Score
33%
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
34%
Dissatisfied
0%
Very Dissatisfied
33%
31-3533%
41-45 CSAT Score
0%
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
67%
41-450%
51-55 CSAT Score
0%
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
89%
51-550%
56-60 CSAT Score
0%
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
8%
Very Dissatisfied
92%
56-600%
61-65 CSAT Score
10%
Very Satisfied
10%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
10%
Very Dissatisfied
80%
61-6510%
66+ CSAT Score
10%
Very Satisfied
0%
Satisfied
10%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
12%
Very Dissatisfied
76%
66+10%

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 Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year
15
1 to 2 Years
0
2 to 5 Years
0
5 to 10 Years
8
Over 10 Years
12

Lumen (formerly CenturyLink) Customer Satisfaction Score by Industry

Lumen (formerly CenturyLink)'s Customer Satisfaction score was rated the highest by Utilities industry customers, and the lowest by Education industry customers.

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Tech
14
Accounting
25
Banking and Financial Services
0
Business and Consumer Services
0
Consumer Services
0
Education
0
Telecommunications
22
Utilities
33

Lumen (formerly CenturyLink) Customer Satisfaction vs. Competitors

Compared to its competitors, Lumen (formerly CenturyLink)'s Customer Satisfaction score is rated right above Sprint, and is preceded by Comcast.

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Lumen (formerly CenturyLink) Logo
VS
Equinix's Logo
Cincinnati Bell's Logo
Verizon's Logo
Cogent Communications' Logo
Comcast's Logo
Sprint's Logo
Good Technology's Logo

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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 Tech industry.

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Ranked Lumen (formerly CenturyLink) Customer Service the Highest

Asian or Pacific Islander
3.5
36-40
2
Utilities
1.8

Ranked Lumen (formerly CenturyLink) Customer Service the Lowest

Other
1.5
Over 10 Years
1.5
Tech
1.5

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.

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0
20
40
60
80
100
Caucasian
1.5
Caucasian1.5
African American/Black
1.7
African American/Black1.7
Asian or Pacific Islander
3.5
Asian or Pacific Islander3.5
Other
1.5
Other1.5

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
20
40
60
80
100
18-25
1.5
18-251.5
26-30
1.9
26-301.9
31-35
1.6
31-351.6
36-40
2
36-402
41-45
1.5
41-451.5
46-50
1.5
46-501.5
51-55
1.5
51-551.5
56-60
1.5
56-601.5
61-65
1.5
61-651.5
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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Less than 1 Year
1.5
1 to 2 Years
1.5
2 to 5 Years
1.5
5 to 10 Years
1.5
Over 10 Years
1.5

Lumen (formerly CenturyLink) Customer Service Score by Industry

Lumen (formerly CenturyLink)'s Customer Service score was rated the highest by Utilities industry customers, and the lowest by Tech industry customers.

Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.

Tech
1.5
Accounting
1.5
Banking and Financial Services
1.6
Business and Consumer Services
1.5
Construction
1.5
Consulting
1.5
Consumer Services
1.5
Education
1.5
Government and Public Policy
1.5
Healthcare, Hospitals and Medicine
1.6
Hospitality
1.6
Insurance
1.5
Legal
1.5
Media and Entertainment
1.5
Real Estate
1.5
Telecommunications
1.6
Utilities
1.8

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.

Unlock Lumen (formerly CenturyLink) Customer Service vs. Competitors Data

Lumen (formerly CenturyLink) Logo
VS
Good Technology's Logo
Equinix's Logo
Cogent Communications' Logo
Verizon's Logo
Cincinnati Bell's Logo
Comcast's Logo
Sprint's Logo

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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

  Lumen (formerly CenturyLink) CEO
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 -71 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

-71
NPS Score
12%Promoters
5%Passive
83%Detractors

Employee Net Promoter Score

-51
eNPS Score
18%Promoters
13%Passive
69%Detractors

Global Ranking Snapshot

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