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Shell Broadband customers are most stressed of UK ISPs – research

Shell Broadband customers are most stressed of UK ISPs – research

Friday 30 October 2020 | 11:44 CET | News

New research from comparison site Broadband Genie shows that customers of Shell Broadband are the most stressed of any UK ISP.

The research is based on an analysis of tweets from start-2020 to 25 September which mention major UK broadband and TV providers. BroadandGenie used the TensiStrength tool to analyse language and estimate content stress levels. More than one third (36.7%) of tweets about Shell Broadband were classed as ‘stressed’. This was followed by Post Office (35.3%), Plusnet (32.9%) and Sky (31.1%). Fibre broadband provider Hyperoptic had the lowest level of stressed tweets at 13.4 percent; ahead of NOW Broadband (14.2%) and EE (17%).


RELATED: Broadband ISPs that Cause UK Consumers the Most Stress Named

A new survey from Broadband Genie, which used a special tool to analyse and estimate the consumer stress levels of 305,568 tweets that were aimed at major UK broadband ISPs, has revealed which providers had the most stressed customers. Overall it’s bad news for Shell Energy, but good news for Hyperoptic.

The data was gathered from the Twitter handles of the UK’s major broadband providers between 1st January 2020 and 25th September 2020. After that it was analysed by the TensiStregth tool, developed by Mike Thelwall, Professor of IT at Wolverhampton University.

The new tool essentially attempts to estimate the stress levels in short texts based on the classification of words related to stress, frustration, anxiety, anger and negativity. The scale used to measure stress levels is approximately as follows: -1 (no stress), -2 (low stress), -3 (moderate stress), -4 (high stress), -5 (extreme stress).

A Spokesperson for Shell Energy said: “We strive to deliver excellent customer service, alongside fast, reliable and great value broadband. This was recently recognized by Resolver who ranked us excellent for customer service, indicating that our customers are satisfied. While this research shows only a very small number of customers are frustrated, we take it seriously and something we continue to focus on improving.”

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