Lumen’s -2 point dip to 44 in its Overall Customer Effort Score has meant it has dropped one position to 12th in the US Telecommunications rankings.
The drop in score can be attributed largely to two pillars: Knowledge and Expertise and Style of Communication, which now sit at 45 (a -4 point drop) and 52 (a -3 point drop) respectively.
Its Knowledge and Expertise lower score this quarter is due to a 2% decline in customers who said the way details were clearly explained to them was ‘good’, giving the company some goals to focus on next quarter.
On a more positive note, 5% more of Lumen’s customers (45%) said they were ‘very satisfied’ with the outcome of their communication of contact, vs last wave.
Meanwhile, despite a decline of its Style of Communication pillar score, a higher percentage (43%) of customers ranked the company higher for its ability to communicate in their chosen language, a 2% increase on last quarter.
Its Speed of Resolving the Problem pillar maintained its score of 37.