Shell Energy

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  • A My landline was out of order from 06/09 - 11/09.I emailed three times and called every day for five days. They mixed up between my broadband and landline even though there wasn't any mention of the fo...

Shell Energy Customers

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How this makes Shell Energy customers feel

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Low
33% Customer Service
Feelings:

Annoyed

Frustrated

Unsatisfied

33% Communication
Feelings:

Annoyed

Frustrated

Unsatisfied

33% Inconvenienced
Feelings:

Annoyed

Frustrated

Unsatisfied

Utilities Customers

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How this makes Utilities customers feel

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30% Customer Service
Feelings:

Frustrated

Annoyed

Anxious

Furious

Let down

Unsatisfied

Saddened

Sad

Uneasy

Offended

Insecure

Disappointed

Other

Disheartened

15% Financial Loss
Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Uneasy

Disgusted

Disheartened

Other

Saddened

9% Communication
Feelings:

Frustrated

Furious

Anxious

Annoyed

Sad

Unsatisfied

Offended

9% Inconvenienced
Feelings:

Frustrated

Annoyed

Furious

Unsatisfied

Anxious

Let down

6% Discrimination
Feelings:

Other

Anxious

Annoyed

Frustrated

Disgusted

Disappointed

Let down

6% Other
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Let down

Other

Anxious

6% Delay
Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Other

Anxious

Let down

4% Expectations Exceeded
Feelings:

Delighted

Happy

Pleased

4% Fraud
Feelings:

Frustrated

Annoyed

Uneasy

Let down

4% Rudeness
Feelings:

Annoyed

Frustrated

Other

Anxious

Furious

2% Delivery
Feelings:

Delighted

Happy

Pleased

2% Service
Feelings:

Delighted

Happy

Pleased

2% Quality of product
Feelings:

Frustrated

Sad

Offended

Most positive experiences about Utilities companies

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  1. British Gas
  2. Scottish Power
  3. Severn Trent Water
  4. SMS PLC

Least positive experiences about Utilities companies

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  1. Bulb
A

A Ford - Status: Approved

What happened

My landline was out of order from 06/09 - 11/09.I emailed three times and called every day for five days. They mixed up between my broadband and landline even though there wasn't any mention of the former from me. Trying to reach someone that knew was happening was appalling and it usually took at l...

What I wish had happened

It is not rocket science for a company the size of Shell to be able to answer their 'phones reasonably quickly; for someone to be able to communicate to me what the state of play is; to be pro-active and not reactive and not expect their customers to be kept waiting for at least 15 minutes and on on...

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