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 has slightly lost ground this wave, now sitting in fifth, dropping from joint fourth in Q2 2025.

The brand has added +1 to its Overall Effort Score, but O2 has sped away with +3. With Sky just +1 above Three in sixth, the brand is in danger of falling further down the table.

Looking at the pillars, we’d advise Sky to focus on Knowledge & Expertise, which remains flat wave on wave.

In Q1 2025, 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. We believe the CEI might now be recording the impact of this decision.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

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

Valuing the Customer

last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

39% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

36% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% 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"

38% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'