-42
NPS
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Shentel
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About Shentel's Brand
We’re Shentel. We may be new to you, but we’ve been in business since 1902. Back then. Among its major competitors, Shentel is ranked in 4th place for NPS while Verizon is 1st, and Avaya is 2nd.Their current market cap is $2.48B
Brand at a Glance
80%
Customer Loyalty
2.1/5
Product Quality
2.1/5
Pricing
2/5
Customer Service
Shentel Ranking
- #4 / 4 of its competitors
Shentel NPS
Shentel's Net Promoter Score (NPS) is a -42 with 29% Promoters, 0% Passives, and 71% Detractors. Net Promoter Score tracks whether Shentel's customers would recommend using the product based on a scale of -100 to 100.
Shentel Overall NPS
| 29% | Promoters |
|---|---|
| 0% | Passives |
| 71% | Detractors |
Shentel NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2021 0 | Feb 2021 | 0 |
Feb 2022 -33 | Feb 2022 | -33 |
Apr 2022 -50 | Apr 2022 | -50 |
Jun 2022 -60 | Jun 2022 | -60 |
Dec 2022 -71 | Dec 2022 | -71 |
May 2023 -75 | May 2023 | -75 |
Aug 2023 -55 | Aug 2023 | -55 |
Jan 2024 -60 | Jan 2024 | -60 |
Jul 2024 -45 | Jul 2024 | -45 |
Dec 2024 -50 | Dec 2024 | -50 |
Jan 2025 -53 | Jan 2025 | -53 |
May 2025 -43 | May 2025 | -43 |
How Other Brands Compare
Shentel is ranked #4 for NPS among its competitors. Verizon and Avaya come in first and second, with Comcast coming in at third. Among those competitors, it is the third most valued company behind Comcast.
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Shentel NPS by Gender
Male customers rated Shentel's NPS 66 points higher than Female customers.
Male
-34
Shentel's NPS was rated -34 by Male customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Female
-100
Shentel's NPS was rated -100 by Female customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Shentel NPS by Ethnicity
Shentel's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
African American/Black -34 | African American/Black | -34 |
Shentel NPS by Usage
Shentel's NPS was rated -100 points by customers who have used Shentel's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years -100 | Over 10 Years | -100 |
Shentel NPS vs. Competitors
Compared to its competitors, Shentel's NPS is rated right above Frontier Airlines, and is preceded by Comcast.
| COMPANY | NPS Score | |
|---|---|---|
 | Verizon | 0 |
 | Avaya | -11 |
 | Comcast | -31 |
| Shentel | -42 |
 | Frontier Airlines | -63 |
Shentel Customer Reviews
Out of the 2 Shentel customer reviews 0 were positive and 2 were constructive. Shentel customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
Shentel Customer Loyalty
80%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
80% of Shentel users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Shentel Customer Loyalty Score by Gender
Shentel's Customer Loyalty score was rated 100 by both Female and Male customers on Comparably.
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Male
100%
Yes
Female
100%
Yes
Shentel Customer Loyalty Score by Ethnicity
Shentel's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
% who answered "Yes"
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100
out of 100
Caucasian
70
out of 100
African American/Black
Shentel Customer Loyalty Score by Usage
Shentel's Customer Loyalty score was rated 70% by customers who have used Shentel's products/services for Over 10 Years.
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Shentel Customer Loyalty vs. Competitors
Compared to its competitors, Shentel's Customer Loyalty score is rated right above Comcast, and is preceded by Verizon.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Verizon | 80% |
| Shentel | 80% |
| Comcast | 72% |
| Avaya | 67% |
| Frontier Airlines | 48% |
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Shentel Product Quality
2.1/5
Shentel has an overall Product Quality score of 2.1 out of 5 stars rated by its users and customers.
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Shentel Product Information
Shentel’s product quality score is a 2.1 out of 5 as rated by its users and customers.
- Website
- https://www.shentel.com/
- Company Size
- 501-1,000 Employees
Industry
Tech
Business Services
Hardware and Devices
Quick Insights into Shentel Product Quality
Shentel's Product Quality score was rated highest by Female customers, and rated lowest by Caucasian customers.
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Ranked Shentel Product Quality the Highest
Ranked Shentel Product Quality the Lowest
Shentel Product Quality Score by Gender
Female customers rated Shentel's Product Quality score 0.5 stars higher than Male customers.
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Male
1.6/5
Female
2.1/5
Shentel Product Quality Score by Ethnicity
Shentel's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Shentel.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2 | African American/Black | 2 |
Shentel Product Quality Score by Usage
Shentel's Product Quality score was rated 1.5 stars by customers who have used Shentel's products/services for Over 10 Years.
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Shentel Product Quality vs. Competitors
Compared to its competitors, Shentel's Product Quality score is rated right above Frontier Airlines, and is preceded by Comcast.
| COMPANY | Product Quality Score | |
|---|---|---|
| Verizon | 3.3/5 |
| Avaya | 3.1/5 |
| Comcast | 2.5/5 |
| Shentel | 2.1/5 |
| Frontier Airlines | 1.5/5 |
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Shentel Pricing
Shentel ROI & Value For Money
2.1/5
Shentel has a value for money and ROI score of 2.1 out of 5 stars rated by its users and customers.
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Quick Insights into Shentel ROI
Shentel's ROI score was rated highest by African American/Black customers, and rated lowest by Female customers.
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Ranked Shentel ROI the Highest
Ranked Shentel ROI the Lowest
Shentel ROI Score by Gender
Male customers rated Shentel's ROI score 0.5 stars higher than Female customers.
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Male
2/5
Female
1.5/5
Shentel ROI Score by Ethnicity
Shentel's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Shentel.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2 | African American/Black | 2 |
Shentel ROI Score by Usage
Shentel's ROI score was rated 1.5 stars by customers who have used Shentel's products/services for Over 10 Years.
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Shentel Pricing vs. Competitors
Compared to its competitors, Shentel's ROI score is rated right above Frontier Airlines, and is preceded by Comcast.
| COMPANY | Pricing Score | |
|---|---|---|
| Avaya | 3.3/5 |
| Verizon | 3.1/5 |
| Comcast | 2.1/5 |
| Shentel | 2.1/5 |
| Frontier Airlines | 1.7/5 |
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Shentel Customer Satisfaction (CSAT)
Shentel Customer Satisfaction (CSAT) Score
18 / 100
Shentel has an overall Customer Satisfaction score of 18 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
18%
Satisfied
0%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
18%
Very Dissatisfied
55%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Shentel Customer Satisfaction
Shentel's Customer Satisfaction score was rated highest by African American/Black customers, and rated lowest by Female customers.
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Ranked Shentel Customer Satisfaction the Highest
Ranked Shentel Customer Satisfaction the Lowest
Shentel Customer Satisfaction Score by Gender
Male customers rated Shentel's Customer Satisfaction score 0 points higher than Female customers.
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33 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 67% |
0
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 33% | |
Very Dissatisfied | 34% |
Shentel Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Shentel's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
67%
CSAT according to African American/Black
Shentel's Customer Satisfaction (CSAT) score was rated 33% according to African American/Black users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
Shentel Customer Satisfaction Score by Usage
Shentel's Customer Satisfaction score was rated 0 points by customers who have used Shentel's products/services for Over 10 Years.
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Shentel Customer Satisfaction vs. Competitors
Compared to its competitors, Shentel's Customer Satisfaction score is rated right below Frontier Airlines.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Verizon | 54% |
| Avaya | 49% |
| Comcast | 27% |
| Frontier Airlines | 20% |
| Shentel | 18% |
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Shentel Customer Service
2/5
Shentel has an overall Customer Service score of 2 out of 5 stars rated by its users and customers.
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About Shentel's Customer Service
Address
Edinburg, VA
Website
https://www.shentel.com/
Phone Number
+1 540-984-4141
Quick Insights into Shentel Customer Service
Shentel's Customer Service score was rated highest by Female customers, and rated lowest by Caucasian customers.
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Ranked Shentel Customer Service the Highest
Ranked Shentel Customer Service the Lowest
Shentel Customer Service Score by Gender
Female customers rated Shentel's Customer Service score 0.2 stars higher than Male customers.
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Male
1.8/5
Female
2/5
Shentel Customer Service Score by Ethnicity
Shentel's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.8 | African American/Black | 1.8 |
Shentel Customer Service Score by Usage
Shentel's Customer Service score was rated 1.5 stars by customers who have used Shentel's products/services for Over 10 Years.
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Shentel Customer Service vs. Competitors
Compared to its competitors, Shentel's Customer Service score is rated right above Frontier Airlines, and is preceded by Comcast.
| COMPANY | Customer Service Score | |
|---|---|---|
| Avaya | 3.4/5 |
| Verizon | 3.1/5 |
| Comcast | 2.2/5 |
| Shentel | 2/5 |
| Frontier Airlines | 1.5/5 |
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Shentel as an Employer
3.9/5
Shentel has a 3.9/5 stars for its overall company culture rated by their employees
top
15%
Consumer vs. Employees
Shentel scored a -42 for Net Promoter Score and a 20 for Employee Net Promoter Score. NPS gauges how likely a customer of Shentel would recommend the brand to a friend. ENPS measures how likely Shentel employees would recommend working at Shentel to a friend.
Net Promoter Score
-42
NPS Score
| 29% | Promoters |
|---|---|
| 0% | Passive |
| 71% | Detractors |
Employee Net Promoter Score
20
eNPS Score
| 53% | Promoters |
|---|---|
| 14% | Passive |
| 33% | Detractors |
