{"id":24541,"date":"2020-10-30T09:00:48","date_gmt":"2020-10-30T09:00:48","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=24541"},"modified":"2020-10-30T12:08:36","modified_gmt":"2020-10-30T12:08:36","slug":"broadband-isps-that-cause-uk-consumers-the-most-stress-named","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/10\/broadband-isps-that-cause-uk-consumers-the-most-stress-named.html","title":{"rendered":"Broadband ISPs that Cause UK Consumers the Most Stress Named"},"content":{"rendered":"

A new survey from Broadband Genie<\/a>, 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<\/a>.<\/p>\n

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<\/strong><\/a> tool, developed by Mike Thelwall, Professor of IT at Wolverhampton University.<\/p>\n

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).<\/p>\n

Admittedly by examining bulk data like this we may lose some of the context and the study cannot accurately confirm whether all of the tweets were from actual customers. On top of that the results for some providers, such as Shell, the Post Office (telecoms division), Direct Save Telecom<\/a> and a few others, should be taken with a pinch of salt due to the low amount of data samples.<\/p>\n

Nevertheless, this is an interesting study, partly because we haven’t seen anything quite like it before. Overall, the analysis found that 36.7% of tweets about Shell were classed as “stressed<\/em>” to some degree. At the other end of the spectrum, Hyper optic delivered the lowest split of stressed tweets (13.4%) and NOW TV<\/a> (NOW Broadband) isn’t far behind on 14.2%.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
ISP Name<\/strong><\/td>\nTotal Tweets<\/strong><\/td>\nPercentage of stressed tweets (3 4 5s)<\/strong><\/td>\n<\/tr>\n
Shell Energy (Shell Broadband)<\/td>\n267<\/td>\n36.7%<\/td>\n<\/tr>\n
Post Office<\/td>\n490<\/td>\n35.3%<\/td>\n<\/tr>\n
Plusnet<\/a><\/td>\n4,677<\/td>\n32.9%<\/td>\n<\/tr>\n
Sky Broadband<\/a><\/td>\n15,275<\/td>\n31.1%<\/td>\n<\/tr>\n
Virgin Media<\/a><\/td>\n68,206<\/td>\n28.3%<\/td>\n<\/tr>\n
TalkTalk<\/a><\/td>\n28,782<\/td>\n27.1%<\/td>\n<\/tr>\n
BT<\/a><\/td>\n50,192<\/td>\n23.9%<\/td>\n<\/tr>\n
Origin Broadband<\/a><\/td>\n626<\/td>\n23.6%<\/td>\n<\/tr>\n
Vodafone<\/a><\/td>\n44,730<\/td>\n22.2%<\/td>\n<\/tr>\n
Direct Save Telecom<\/a><\/td>\n19<\/td>\n21.1%<\/td>\n<\/tr>\n
KCOM<\/a><\/td>\n436<\/td>\n20.4%<\/td>\n<\/tr>\n
Zen Internet<\/a><\/td>\n882<\/td>\n17.2%<\/td>\n<\/tr>\n
EE<\/a><\/td>\n66,303<\/td>\n17%<\/td>\n<\/tr>\n
NOW TV<\/a> (NOW Broadband)<\/td>\n23,966<\/td>\n14.2%<\/td>\n<\/tr>\n
Hyperoptic<\/a><\/td>\n717<\/td>\n13.4%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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<\/em>.”<\/p>\n

UPDATE 12:06pm<\/strong><\/p>\n

Plusnet<\/a> has issued the following comment.<\/p>\n

A Plusnet<\/a> spokesperson said:<\/strong><\/p>\n

“We work hard to provide customers with great service from our UK based call centres. Ofcom<\/a> recently reported that Plusnet customers had the best experience across the broadband market with 93% of customers satisfied overall with our service. We will take on board these results and continue to improve the service we provide.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":1,"featured_media":24542,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,53,405,148,76,84,113,66,34,74,475,96,98],"class_list":["post-24541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-direct-save-telecom","tag-ee","tag-hyperoptic","tag-kc","tag-plusnet","tag-postoffice","tag-sky-broadband","tag-statistics","tag-talktalk","tag-virgin-media","tag-vodafone","tag-zen-internet"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nBroadband ISPs that Cause UK Consumers the Most Stress Named - ISPreview UK<\/title>\n<meta name=\"description\" content=\"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\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/10\/broadband-isps-that-cause-uk-consumers-the-most-stress-named.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Broadband ISPs that Cause UK Consumers the Most Stress Named - 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