Telecommunications in the UK
After growing its Overall Customer Effort by +1 to 52, Sky now sits in 5th position on its own in the UK telecommunications rankings, after previously sharing 4th place with O2 and BT.
Within this quarter, Sky managed to grow its Valuing the Customer by +2 points to 52 after a solid 50% said they were 'very satisfied' with the outcome of their communication or contact. Furthermore, Speed of Resolving Problems also grew by +1 point to 46.
Sky recently had good news for some of its customer base after it announced that it had signed a new contract with SES - a signal provider that beams Sky content around the UK. This deal will keep customer's satellite dishes in good working order until at least 2029.
Customer Effort in detail
Style of Communication
61 vs 61 last quarter
46% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
53 vs 53 last quarter
38% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'good'
41% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
52 vs 50 last quarter
38% say the way they understood their needs was 'excellent'
39% say the range of solutions or options that were suitable was "excellent"
50% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
46 vs 45 last quarter
33% rate how easy it was to find the information they wanted on the website/app as 'excellent'
40% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
