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Shell Energy Tops Help Desk Ranking of 10 UK Utility Providers

Wednesday, Apr 19th, 2023 (11:55 am) - Score 1,576
Shell Energy Broadband

A new study from SaaSGenius, which contacted ten of the UK’s “leading utility companies” to test the quality and responsiveness of their customer help desks, has perhaps surprisingly found that home energy and broadband ISP Shell Energy came top of the table with a customer support score of 80.1 out of 100.

The study reportedly contacted each utility provider to ask – “I have a question about my latest bill amount and was wondering if you could help?“. After that they measured the response times of the companies across four different methods of customer service to reach a score out of 100.

NOTE: The average score for customer service in the utility industry is 40.38/100.

Admittedly, the focus of this study was on energy providers, although Shell is also one of the few listed that also sells fixed broadband and phone packages to consumers. But today’s results may surprise some of our readers, particularly given how poorly Ofcom tends to rate the provider – due to the high level of customer complaints they attract (here).

Despite this, SaaSGenius found that Shell Energy ranked top for customer support, with an “incredible score” of 80.1/100. Customer seeking support online will, they claim, find that it only takes 1 click to reach the Shell Energy’s live chat help desk. The provider is one of only three utility companies studied to offer 4 methods of customer service, including live chat, telephone, email and Twitter.

Shell Energy was also the only utility company to respond to an email query within 24 hours (they responded in just 27 minutes). But we’d still take this list with a pinch of salt, since consumers tend to rate some of these providers rather differently.


However, it’s worth noting that Shell Energy is currently the subject of significant market speculation, with some sources predicting that it may be acquired by utility provider Ovo Energy (here), which could later look to sell off the broadband base like they did with SSE before.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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7 Responses
  1. Avatar photo Alan says:

    Ranking Shell Energy No1 and British Gas No3 makes me question Saas’ genius.

  2. Avatar photo MRLeeds says:

    They were the worst we’ve ever used for gas/elec and broadband. I still need to sort out the mess they made on my credit file after billing me for an Engineer visit that ‘found no fault’ even though my house had to be rewired from the base of the pole upwards, even with photos of the engineer up the pole doing it (lucky I had these) they wouldn’t sort it and insisted no work was required and no fault found until I escalated and they checked the notes and found work had in fact been done. Coincidentally after the no work done/rewiring to house was done my speed recovered the 20% it had dropped and stopped disconnecting 10x a day.

    They then credited the engineer charge and advised to stop the payment as the credit would sort it, but they weren’t in sync and it triggered a missed payment on my file. Also billed me for not returning the router even though I did and it shows as delivered, which is something else that needs sorting (again they marked that as a debt on a credit file but never contacted me or tried to take a payment, just marked it as failed 6 months after I left them).

  3. Avatar photo Richard says:

    In my experience, Shell Energy are terrible, 2nd only to talktalk for absolutely shocking service.

    1. Avatar photo Jack says:

      Certainly agree with taking the list with a pinch of salt.
      I’m a bit confused why Live Chat is out of 50, seems like a heavy weighting compared to the others out of 10. As well, for Octopus Energy they do actually have an email for customer service, I’ve used it a few times.

  4. Avatar photo Steven says:

    Shell energy were terrible for anything which didn’t follow the easiest of scripts.

  5. Avatar photo John says:

    Worst is virgin, then talktalk, then shell energy…. bt and british gas were very good… I’m not talking about a response chatting nonsense but actually dealing with the issue correctly and actually understanding the problem to be solved… those Indian call centres are useless!

  6. Avatar photo HR2Res says:

    My gast would never be so flabbered if this were true!

    If this news had broken on April 1, most hereabouts would probably have considered it an April Fool wheeze…

    And looking a bit closer, I’m not sure I believe it.

    I can only speak about Octopus, being an electricity customer of theirs via the Co-op.

    It’s not true that (as indicated by @Jack) Octopus do not have an email customer service available. It’s accessed via the app, webpage, or your very own email client if you have their address in your contacts list. I know, I’ve used it, both from the electricity supply point of view and for FiT comms. And they generally reply promptly when needed. Webchat, no. But you can chat to a ‘real live’ person via the telephone, which I’ve also done with regard to FiT.

    Given SaasGenius (where Saas stands for ‘software as a service’) is about finding the “right software for your business”, the cynic in me wonders about the reason(s) behind this survey. I’d take the Which? survey results over this particular survey any day, and Octopus have topped that list of energy suppliers for a number of years (and though Shell do do broadband, this is about energy supply).

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