Here to help: how our support teams are earning praise

Here to help: how our support teams are earning praise

By: Shell Energy

09 Mar 2022

We’re proud of how our teams have been taking care of customers during tough times. They’ve given advice during lockdowns and answered important questions about increasing energy costs. That’s why their hard work and dedication has been recognised by customers and experts alike.

Highly rated by customers

Resolver is a free and impartial service that helps consumers settle issues with companies. They also score brands for customer service, and we were the first energy company they recognised for ‘customer service excellence’ in 2020. 

We were also delighted to be named Best Energy Provider and Best Broadband Provider in 2022’s ‘Resolver Recognised’ list. We scored five-star user ratings across multiple categories - including how easy customers find it to deal with us, and how likely they are to recommend us to friends or family.

Two 'Resolver Recognised' logos for 2022, one for best broadband provider and one for best energy provider

Reader-recommended

If anyone knows about household management, it’s Good Housekeeping readers and the Good Housekeeping Institute. We’ve been awarded their ‘reader recommended’ status for our broadband service. Of the Good Housekeeping readers surveyed:

  • 83% consider Shell Energy Broadband to be good value for money
  • 82% rate our communications and bills as straightforward
  • 80% are satisfied overall with our broadband service
A graphic for Good Housekeeping's 2022 Reader Recommended award for broadband provider

Great customer reviews

At the time of writing, our Trustpilot rating is 4.2 stars out of 5, based on more than 56,000 reviews - 72% of which rate us as either ‘Good’ or ‘Excellent’. Here are just a few recent comments:

“Ahmed was patient with me and explained everything carefully and kindly, at the end of which I felt relieved and pleased that I had less to worry about.”

“Sophumelela was excellent - putting my worries at ease and answering all questions in a calm and helpful way.”

“If the service continues like this, I will be delighted.”

A Trustpilot graphic representing our four star rating

Recognised by industry experts

Many of our recent accolades reflect how quickly we can help customers. We’re solving even complex technical issues for customers sooner and more efficiently than ever before. 

The results are in

We’re happy to see our teams’ hard work receive industry recognition over the last year. We were awarded Gold in two categories at the prestigious European Contact Centre and Customer Service Awards for 2020 (think BAFTAs for customer service) - including Best Large Customer Service Team. 

We were also given Gold for Business Change and Transformation at the 2021 International Customer Experience Awards, in recognition of our work to put customers at the centre of everything we do.

We’re also shortlisted for the 2021 Utility Week awards in the Customer Experience category (the results will be announced later this year).

Two graphics for our Gold awards: from European Contact Centre and Customer Service awards and International Customer Experience awards

Always learning and improving

Andy Eadle, Shell Energy’s Customer Service Director, says this is just the beginning of our plans.

“It’s never been so important that we get things right for our customers - to listen, advise and solve problems the first time. We’re delighted to see the hard work and expertise of our customer support teams recognised in so many ways. But, rest assured, we’re not taking this as a sign our work is done. We’re constantly looking for ways to improve the support we offer customers, and are also focusing on growing our teams to meet rising demand.”

Andy Eadle

Shell Energy’s Customer Service Director

Help us help those who need it

As we deal with unprecedented rises in energy costs, you can help us be there for customers who urgently need us. Finding answers in our Help section and getting in touch via online chat or the app allows those needing extra support to get through to us on the phone.