Best experience for all our customers

We’re committed to delivering consistent market-leading customer service, setting high editorial standards, making Sky products safe and accessible for everyone, and keeping customer information safe and secure.

Accessibility

We are making the Sky experience more accessible for those with disabilities through our content and with innovative products and market-leading customer service. 

Our provision of subtitles and audio description of on-screen TV content continues to exceed our regulated quotas across all Sky channels. For our customers with visual impairment, we audio describe almost 30% of content on our 24 Sky channels. To ensure quality and consistency, we produce these recordings in house, matching the right talent to particular programmes and make sure we turn this work around swiftly, ready for when programmes first go on air. You can read more about our approach to audio description at Sky on our accessibility website. Last year, we were pleased to launch subtitles on demand on the Sky boxes, as well as NOW TV, as we know this is a priority for our customers. We now provide subtitles on 90% of Sky Catch Up, 91 % of Sky Cinema and 81% of Sky Box Sets, and are working with other broadcasters to increase their on demand subtitled content on the Sky platform. We are also a major funder of the British Sign Language Broadcasting Trust, helping them produce independent content in British Sign Language.

For behind-the-scenes insight into our accessibility work, read Ciaran’s story

We now have voice search on the Sky Q box, a high contrast display and a user guide to help visually impaired customers navigate the Sky Q app using text to speech. For Sky+ we have a new ‘Services’ landing page where you can find all accessibility settings, including high contrast, bold and larger font displays. We’re committed building on the improvements in the accessibility of our experience, and work closely with our customers on this.

Our new accessibility website is a tool for customers to find more about all the features that can support them with visual, hearing, dexterity or cognitive impairments across Sky TV, Talk and Broadband and Sky Mobile. And our specialised customer contact team, dedicated to our 75,000 customers with disabilities, is in its thirteenth year of great service. 


Protecting the family

We want Sky to be the safest place for families to enjoy content online, on screen and on the phone.

For Sky Broadband customers, Sky Broadband Shield is switched on by default and helps families filter website content across all internet-connected devices in the home. We continue to build on our partnerships to help inform what we offer and we play an active role in wider industry discussions such as the Royal Foundation Taskforce on the Prevention of Cyberbullying and Internet Watch Foundation (IWF).

On screen, our range of family-friendly settings and products help kids and their families access our programmes safely. Our Sky Kids app gives children their own profiles with content tailored to their age, as well as setting viewing time limits, and it's the first app to get Mumsnet's stamp of approval.

And for our telephone service, we know that nuisance calls are a problem, so we’ve introduced a call-screening service to allow customers to block the calls they don’t want.

This year we commissioned an independent report ‘Keeping Consumers Safe Online: Legislating for platform accountability for online content’, with the ambition to make the UK the safest place to be online.

Exceptional customer service

We have been using technology to transform our customers’ experience. We introduced the My Sky digial service in the UK. The app has been downloaded more than 1.9 million times since its launch. With more people turning to their phones to manage their lives, the app has made it quicker and easier than ever for our customers to check their broadband speed, review their monthly bill on the move, change how and when they pay and get help and support with simple step by step videos and articles.

Sky’s increased digital interaction with customers is driving greater customer satisfaction with net promoter scores reaching record levels once again. In Germany and Austria, our viewers’ approval levels are at all-time highs and in the UK, for another year, we topped the industry regulator’s customer service satisfaction charts in our sector.

It is with customer service in mind that we are rolling out a loyalty programme in the UK and Ireland based on our successful Italian programme. With scores of our customers being with us for many years, rewarding loyalty will deliver tangible results for both customers and the business.

On-screen standards

We are committed to maintaining the highest content standards through our own codes of conduct and by  ensuring we follow the relevant industry codes, for both for our own advertising and the advertising we carry from others on our services.

Between July 2017 and June 2018, we had 74 complaints from Ofcom across our Entertainment, Sports and News channels. This compares to 55 complaints from the previous year. Despite this, for the 9th consecutive quarter Sky have received the lowest level of complaints in Watchdog’s quarterly report. There have been 4 upheld adjudications this year based on the television regulator investigations. Our editorial policy and compliance processes are working to ensure that we are a responsible broadcaster offering a wide range of content to our customers.