Shell Energy for Home Customers

Energy & Utilities • United Kingdomshellenergy.co.uk

Review data last updated August 10, 2026.

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Based on public reviews and response behavior.

Overall Score

44/100

+5.0 vs. last month3.94 ★ average rating · 600 reviews

Competitive Performance Rank

Among fully-analyzed Energy & Utilities companies

#31of 36

Top 86% · Bottom Tier

#1 (best)#36 (worst)

#29Peer

#30Peer

#31This company

#32Peer

#33Peer

Overall Customer Sentiment

Below Average

67% of reviews positive, 32% negative

67%

positive

Positive67%
Neutral1%
Negative32%

Sentiment Balance

Covering September 2024 — 4 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 25% of reviews in this period, with 75% negative and 0% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 600 reviews across the months with enough data to chart reliably (min 3/month), most recent: September 2024.

Sentiment has been declining over the period shown.

Theme Distribution

Share of theme mentions

Customer Support

28.5%

Problem Resolution

16.4%

Communication

10.6%

Product Quality

10.2%

Loyalty

10.1%

Most feedback concerns Customer Support.

The most common complaint theme is Communication, making up 10.6% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH63/100

63/100

signal score

•Built from a negative-review share of 28.0% across this company's analyzed reviews.
•13 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•Recent reviews are more negative than earlier ones, which pushes the signal up.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

3.9avg rating

5★

68.8%

4★

5.0%

3★

1.3%

2★

1.3%

1★

23.5%

Based on 600 analyzed reviews. Sentiment is slipping: 22.2% of reviews in the last three months were positive, compared with 77.1% in the three months before that.

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