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Lumen

  Telecommunications in the US

Lumen overall Effort Score: 48 Lumen vs 44 Lumen last quarter
Sector Effort Score benchmark: 52 Lumen vs 50 Lumen last quarter

It's been a hugely positive quarter for Lumen in the CEI, after it managed to increase its Overall Effort Score by +4 points.

Its Knowledge & Expertise +5 increase to 50 played a large part in this, with 42% rating the expertise of the customer service agent as 'excellent' and 37% saying the way details were clearly explained to them was 'good'.
Meanwhile, Valuing the Customer rose by +4 points to 47 after 38% rated the brand as 'excellent' for how they made them feel valued/important as a customer.
However, in news that wouldn't have helped customer confidence, the Washington Post recently reported that Lumen, alongside AT&T and Verizon were among the companies breached by hackers in a sophisticated intrusion by the group dubbed Salt Typhoon. 
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Customer Effort in detail

Style of Communication 55 vs 53 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 and Expertise 50 vs 45 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'

Understanding & Valuing the Customer 47 vs 43 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 38 vs 36 last quarter

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

35% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

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

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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