Helping customers switch to Sky Broadband

January is always a good time of year to assess the amount we’re paying for services in our homes, including broadband. Every year we see a rise in customers switching to us during this busy month as they shop around for a better deal, and 2013 is proving no different. 

That said, a surprising 53% of broadband users have never switched provider (Populus Limited research, November 2012), many due to concerns about how much disruption it will cause to what is now seen as an essential utility in people’s homes. And 18% of people know they can get a better deal elsewhere, but just don’t want the hassle of switching.

That’s why we’ve chosen this month to launch our new Switch Squad – a dedicated team of customer service advisors there to make the process as simple as possible – to encourage people to make the switch. The Squad is supported by a series of switching commitments designed to take some of the ‘fear factor’ out of making a move to a new provider.

So whilst a quarter of people (26%) think they will be without broadband for a week or more if they switch provider, we’re committing that no-one should be offline for more than 30 minutes during the switching process. Other pledges include that it will just take one call to move to Sky, we’ll keep you proactively informed of what’s happening as the process takes place by call or text, and that you can keep the same contact details when you move across.

And this is important, because if we can reassure customers about the ease with which they can switch, then they can focus on the issues that really matter to them, such as customer service, value and reliability. Our customers consistently tell us that having a service that's reliable, that offers real value and, importantly, that delivers what it promises, such as genuinely unlimited downloads at all times, is what really counts. That's why we've focused our efforts on these areas, and may help explain why since our launch more customers have joined Sky Broadband than any other provider, and why research by Ofcom and uSwitch have recognised our leadership in these areas.

We can promise the best overall customer service for Broadband and Talk out of all the major providers, according to Ofcom. And last night we achieved further recognition at the uSwitch Broadband Awards 2013, picking up awards for Best Customer Service, Best Technical Support and Most Recommended Broadband Provider. Based on thousands of consumer surveys, weeks of testing and analysis, and feedback from a team of industry experts, we’re delighted to be recognised by these awards for our ongoing commitment to achieving the highest standards of service.

The awards top off a fantastic 12 months for us, which saw us extend on our industry innovations such as our free, unlimited consumer WiFi offering with The Cloud, allowing users to connect to over 16,000 hotspots around the country, and a redesigned Sky Hub. 2013 looks set to be another busy year as we expand our WiFi network further and continue to invest in the latest technology and best staff to show consumers that they can demand more of their broadband.