Examining the 305,568 tweets aimed at the UK’s major broadband providers, comparison site Broadband Genie used TensiStrength tool to assign a stress score from 1 (not stressed) to 5 (very high stress).
What it found was that Shell Broadband’s customers were the most stressed of any UK ISP. TensiStrength analysis discovered a staggering 37% of tweets about Shell were classed as ‘stressed’ to some degree. At the other end of the spectrum, Hyperoptic has the lowest split of stressed tweets, with only 13.4% of tweets classed as stressed. NOW Broadband isn’t far behind at 14.2%, and the next least stressed customers were from EE, with a slight jump up at 17%.
Says Alex Tofts, Broadband Expert at Broadband Genie:
“Social media is a great channel for two-way communication and sometimes just as an outlet to get things off our chest. The results are very close at both ends of the table and the study includes a variety of issues such as customers experiencing outages, slow broadband, call waiting times or billing issues.
“At a time when we’re so reliant on our broadband provider to keep us connected for work and to our friends and family, we need our internet providers to give a reliable service. Decent customer care can go a long way to make us feel looked after and most providers have a dedicated customer helpline for any issues.”
“However, if a customer feels their complaint hasn’t been taken seriously, you can request a more senior member of their team to look into it or if no progress is made, there is the option of submitting a claim with either CISAS or Ombudsman Services.”
Full results can be viewed here – https://docs.google.com/
Guide how to complain about your provider – https://www.broadbandgenie.co.