Keeping our customers happy
We know that having Sky is a choice. That’s why the quality of our customer service is as much of a business priority as offering amazing TV, innovative technology and great-value products. In all, we invest £20 million in training and developing our staff every year so it’s brilliant when their hard work is recognised.
Ofcom’s annual customer satisfaction survey, published this morning, shows that across all three areas of TV, broadband and telephony, customer satisfaction with Sky is not only above the average for the industry but, in the case of landline and broadband well above. Not only have we improved on last year but we’ve also transformed our performance in the last five years.
Sky is the only landline provider to have increased its overall customer satisfaction score since 2013 - up 10 percentage points to 79%, an industry high. In pay TV, Sky again comes top with an overall satisfaction score of 81%, an improvement of 15 percentage points over five years. Meanwhile, in broadband our customer satisfaction score is 75% versus the industry average of 69%, only narrowly behind Virgin.
As well as Ofcom’s data, we also look at a measure called the Net Promoter Score (NPS) to judge how we’re doing. Every time customers have contact with Sky, they are asked a question about the experience and this feeds into our NPS. This has almost doubled in the last year and compares favourably with other well-known consumer brands.
Although we’re delighted with the progress we’re making, we know that every complaint about Sky is one too many. Our ethos at Sky is Believe in Better and Customer Service is one of the best places to see that in action.
Recent improvements include greater investment in our online help centre, enabling customers to help themselves, without needing to call us. Use of the service has doubled in the last two years to more than 1.2 million visits per week resulting in a significant fall in the number of calls and engineer visits required.
Other initiatives include a new customer service app and the creation of the Sky Broadband Tech Team. This is a dedicated team of engineers and customer advisors who are on call seven days a week and have been specially trained to solve any broadband issues our customers may be experiencing.
Today’s Ofcom report shows how far we have come towards fulfilling our customer service ambition to offer the best service in the country. We may not get everything right first time, but we know that by listening to our customers we learn what matters to them so that we can put all our energy into providing them with the service they deserve.