Shell, excellent products, questionable customer service

One of the prominent names in the Oil and Gas industry, Shell, was our target for a quick VOC analysis.

Caption of a Shell gas station.

Looking at review data from a variety of different sources we were able to find the following insights:

Their car-related products are highly graded and customers love their pricing and the changes they implement from time to time. Most of their products are “long time usage” as well. Its sentiment is often decreasing though it rose in 2017 before they decreased yet again. Furthermore, their app is extremely easy-to-use, though customers are having issues registering for it. They do love their rewards, however, the customers view their “bonus points” as somewhat meager. It’s graded at 1,03 / 5 and some claim that their points simply disappear. The topic’s sentiment has however increased since this February.

Their products, as well as some of their app’s features, are highly graded and customers love them. The Shell experience is, sadly, another story. Their “staff” is graded at a low 2,07 / 5 and is perceived as rude and unhelpful. The rude staff is, unfortunately, affecting other topics and is partly why customers rate “payment” at a low 1,18 / 5.

Caption of the topic “service” from the dashboard of this analysis.

Conclusion and suggestions

Our recommendation is to keep doing what they’re doing in regards to products. However, it might be wise to implement new staff guidelines as well as correct issues with registration and bonus points.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts for Shell Shell and Shell that were analyzed in this article were collected from public online data published on Trustpilot. Press here and here for the additional reviews. The engine oil reviews were collected from Amazon. Press here for the second product. The app reviews were collected from the App Store.

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