Sky - Nice

Telecommunications in the UK

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Sky overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Sky is on the up. A +1 increase for its Overall Effort Score wave on wave has nudged it into fourth place, sitting alongside O2.

Diving into the pillars, three of our components are also up by +1 wave on wave, namely Knowledge & Expertise, Valuing the Customer and Speed of Resolving Problems. Style of Communication remains unchanged, but with 47% of customers rating the politeness of their customer service agents as “excellent” and many more saying “good” – a plateau at this high level is not bad at all.

Last wave, we highlighted that from the end of March, more customer service calls will be routed abroad. 130 staff working at the Firstsource call centre were told they were at risk in January. However, the CEI has not recorded any impact on its Effort Score.

Style of Communication

last quarter

47% 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 & Expertise

last quarter

40% rate the expertise of the customer service agent as 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'excellent'

57% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

35% rate how easy it was to find the information they wanted on the website/app as 'good'

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"

41% say they made it ?very easy? to achieve what they set out to do