Superserving

In a customer-focused business like Sky, we never lose sight of the people who matter most - our customers.

Over the past year, we've invested substantially to make the customer experience easier, more efficient and more enjoyable than ever. And we've spent a lot of time listening to and talking with our customers to understand how we can serve them better.

Providing great service

Our customers expect great service and we want to ensure we can provide it. That's why, this year, we've opened new contact centres in Stockport and Sheffield to work alongside our existing facilities in Scotland. In part, they're a natural response to our growing customer base and increased take-up of our different products. But increasing our regional presence also means we will be able to develop specialist teams to deal with the most complex queries, as well as allowing more of our customers to speak to a UK-based advisor.

When they do call us, there's nothing more frustrating for customers than being passed around. That's why we've introduced smarter phone routing and provided 300,000 hours of training that empowers advisors to resolve an increasingly diverse range of queries, first time. Over the past year, we've also run 120 road shows to ensure all our 12,000 contact centre advisors are up to speed with the latest developments when they deal with customer queries.

One such development has been our Home Movers service. Moving house can be stressful, but we've lifted one burden from our customers' shoulders by making transferring their Sky services as straightforward as we can. With one call, our dedicated team will manage the whole process for customers and, best of all, they'll do it for free.

We appreciate that not everyone wants to call when they have a problem. That's why customers can now also chat to an advisor through our website and we also have advisors on social media networks like Facebook and Twitter to deal quickly with questions. It's never been easier to get in touch. And the online Sky Help Forum even allows customers to help other customers.

Because we're always looking for new ways to improve our products and service, we actively encourage people from all parts of our business to spend time listening to and talking with customers. Through our Customer Closeness programme, our staff have the opportunity to accompany engineers on home visits, spend time listening in on calls to our contact centres and take part in customer focus groups. As a result, over 4,500 Sky people have now gained new insights by taking part in at least one of our Customer Closeness activities.

It's important to us that all our customers can enjoy our service to the full, so we've taken more steps to make our products more accessible. More than 100 specialist advisors work in a dedicated service team for customers with disabilities. On screen, we now provide over 400,000 hours of subtitling a year and this year we have also introduced the new Sky Talker. Designed in partnership with RNIB, it makes it easier for visually impaired customers to choose what to watch by allowing them to hear some of the text that appears on screen and vocalising the programme synopsis and Sky+ functionality.

 
Our customer advisors are multi-skilled so they can resolve queries first time

Our customer advisors are multi-skilled so they can resolve queries first time

New contact centre in Stockport

New contact centre in Stockport

We offer a free Home Movers service

We offer a free Home Movers service

One of our 2,500 Sky Engineers

One of our 2,500 Sky Engineers

Sky Talker assists visually impaired customers

Sky Talker assists visually impaired customers