NPS Intelligence (beta)

for our 2024 STI in this regard, Enterprise customer satisfaction (tNPS) rose over 30 points year-over-year, with all four customer segments showing significant improvement each quarter.

…in customer sat scores for every one of our enterprise customer channels, as measured by transactional net promoter scores, 17 points for large enterprise, up 11 points for wholesale, 28 points for mid-market, and a whopping 98 points for public sector.

Lumen achieved a 17-point surge in year-over-year Net Promoter Score, breaking through its CX plateau.

Lumen reported a 17-point year-over-year increase in Net Promoter Score, demonstrating significant progress in customer loyalty.

…we saw another step-function improvement in customer sat in our service delivery process with year-over-year transaction net promoter scores rising 10 points for large enterprise, 35 points for wholesale, 37 points for mid-market, and a…

Lumen's Quantum Fiber achieved an NPS of 67 in Q1, rising sequentially and year-over-year.

In the first quarter, I'm super excited to tell you that every one of our customer segments showed dramatic year-over-year improvements across all products and customer satisfaction, as measured by Net Promoter Scores, or NPS.

…Relationship NPS (revenue weighted) increased 17 points vs. prior year • Relationship CES held flat vs. prior year, which was 2 points below target MASS MARKETS RESULTS •

Lumen reported a Net Promoter Score of 64% for its Quantum Fiber service in earnings guidance.

awarding us world-class NPS scores

Average NPS score on Quantum Fiber

Our Quantum Fiber NPS score is now greater than positive 60, an indication of the quality, value, and superior service that Quantum Fiber delivers, Quantum Fiber is an all-digital multi-gig capable prepaid product that features simple pricing with no…

ENTERPRISE RESULTS ■ Relationship NPS +0.6 ■ Relationship CES +0 ■ Transactional scores up year over year MASS MARKETS RESULTS ■ Relationship NPS +2.5 ■ Relationship CES +1 ■ Transactional scores up year over year QUANTUM FIBER RESULTS ■ Relationship…

Fiber NPS score within RemainCo was greater than positive 50 again this quarter, an indication of the quality, value and superior service that Quantum Fiber delivers.

Lumen's Quantum Fiber division recently increased its net promoter score, a measure of customer satisfaction.

Our Net Promoter Score remains above 50, demonstrating the quality of our product and the easy-to-use nature of our all-digital experience.

Lumen's cloud services currently receive Net Promoter Scores of over 50.

This is bolstered by our current Quantum NPS score within RemainCo, which is greater than positive 50, highlighting the quality, speed and customer-friendly nature of our fiber offering.

As such, the primary measures for Customer Experience performance are NPS and Customer Ease Score (CES) 2021 GOALS Although there are quantitative metrics involved in Customer Experience, the overall metric is qualitative in nature.

And so we see lots of factors in addition to our all-digital world-class experience that we are offering to customers, our great NPS scores, we see a lot of factors that give us high confidence in the 40%-plus numbers.

If you look at our fiber-based Quantum Fiber new customer experience, I think our NPS is like positive 74, which I would put up against anybody, anywhere.

Improve relationship Net Promoter Scores by four points and relationship Customer Ease Scores by 6% in all segments Performance Results: Our overall customer satisfaction performance for 2020 showed year over year improvement as follows: Transformative…

We see it in our Net Promoter Score's surveys. We've got great benefits that we're bringing to small business, mid-market business, enterprise business, IGAM, and we'll continue to leverage all of those investments to drive the trajectory of each of…

And are you -- like Net Promoter Scores, is there any -- are you seeing any kind of metrics or things that is going to help you kind of get more tangible about how your -- how the customers are really feeling?

Churn (Enterprise): 30% (FY2016 vs FY2015) — “approximate 30 basis points improvement in 2016 versus 2015”

Churn (Consumer broadband): 15% (FY2016 vs FY2015) — “15 basis points improvement in consumer broadband churn year over year”

Churn (Consumer broadband): 50% (Q2 2016) — “overall broadband losses, it was about 50% due to increased churn”

Churn (Consumer broadband): 20% (Q2 2016) — “about 20% of the decline was driven by higher than expected slow and nonpaying customer churn”

Churn (cellular (majority-owned and operated markets, excluding prepaid)): 1.95% (FY2000) — “and 1.95% in 2000”

Churn: 2.33% (2001) — “Average monthly churn rate (excluding prepaid customers) 2.33 % 1.95 % 2.02 %”

Churn (cellular (majority-owned and operated markets, excluding prepaid)): 2.33% (2001) — “The Company's average monthly churn rate, excluding prepaid customers, in its majority-owned and operated markets was 2.33% in 2001 and 1.95% in 2000.”

Churn: 2.28% (9M 2001) — “Average monthly churn rate (excluding prepaid customers) 2.28% 1.88”

Churn: 2.32% (Q3 2001) — “Average monthly churn rate (excluding prepaid customers) 2.32% 1.93”

Churn (postpaid cellular): 2.2% (Q2 2001) — “The Company's average monthly postpaid churn rate (the percentage of contract cellular customers that terminate service) was 2.2% for the second quarter of 2001 and 1.7% for the second quarter of 2000.”

Churn: 2.4% (Q1 2001) — “The Company's average monthly postpaid churn rate (the percentage of contract cellular customers that terminate service) was 2.4% for the first quarter of 2001 and 2.0% for the first quarter of 2000”

Churn (contract customers): 2.36% (Q1 2001) — “The average monthly churn rate was 2.36% for contract customers.”