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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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

Unsatisfied

Let down

Other

Saddened

Disheartened

Insecure

Sad

Disappointed

Offended

Uneasy

15% Financial Loss
Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Disgusted

Disheartened

Saddened

Other

Uneasy

9% Communication
Feelings:

Frustrated

Unsatisfied

Offended

Sad

Furious

Anxious

Annoyed

9% Inconvenienced
Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Furious

Anxious

6% Discrimination
Feelings:

Anxious

Disgusted

Let down

Other

Annoyed

Frustrated

Disappointed

6% Other
Feelings:

Frustrated

Furious

Other

Let down

Disgusted

Annoyed

Anxious

6% Delay
Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Let down

Other

Anxious

4% Expectations Exceeded
Feelings:

Happy

Delighted

Pleased

4% Fraud
Feelings:

Frustrated

Annoyed

Let down

Uneasy

4% Rudeness
Feelings:

Annoyed

Other

Anxious

Furious

Frustrated

2% Delivery
Feelings:

Pleased

Happy

Delighted

2% Service
Feelings:

Pleased

Happy

Delighted

2% Quality of product
Feelings:

Offended

Sad

Frustrated

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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