CenturyLink, Inc. is an American telecommunications company, headquartered in Monroe, Louisiana, that provides communications and data services to residential, business, governmental, and wholesale customers in 37 states. A member of the S&P 500 index, the company operates as a local exchange carrier and Internet access provider in U.S. markets and is the third-largest telecommunications company in the United States in terms of lines served, behind AT&T and Verizon. It also provides long distance service.
|Services||Fixed-line telephony, Fiber-optic broadband and fixed-line internet services, digital television, network services, Internet Protocol Television/Prism TV, and Internet hosting service|
|Formerly called||Central Telephone and Electronics, Inc. Century Telephone Enterprises, Inc. CenturyTel, Inc.|
|Key people||Glen F. Post, III (CEO) William Owens, Chairman|
|Subsidiaries||CenturyTel companies Embarq Qwest Savvis|
|Headquarters||Monroe, Louisiana, United States|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Telecommunications is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If CenturyLink sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of CenturyLink with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of CenturyLink based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.