Sky Germany, headquartered near Munich in Germany, is part of Europe‘s leading entertainment group Sky plc. Over 23 million customers in seven countries watch Sky‘s exclusive programmes whenever and wherever they want.
In addition to the 2,000 client advisors, numerous employee at Sky‘s headquarters near Munich and at each individual location are working on constantly analysing and improving the existing processes, evaluating the quality of the service interviews, developing training and further education for the client advisors and constantly questioning them in order to drive forward a continuous improvement process.
In 2017 Sky decided to replace their existing feedback programme with a modern, up-to-date Closed Loop Feedback software from InMoment and as a result achieved:
- Twelve million customer contacts per year
- Call satisfaction increased by 6.1 %
- NPS increased by 6.4 points within six months
- Perceived expertise of client advisors increased by 5.1 %.
Together with the InMoment team, a number of measures have been developed to help Sky use customer feedback as a central measurement and control instrument in the future and to consistently align all customer service activities to increase customer satisfaction.
“With the introduction of the InMoment platform, we see a closer cooperation and an alignment of the customer service culture of our contact centers. We give them more space to serve their customers in a way that is most important to them and has a high correlation to employee engagement. At the same time, we are bringing about a uniform improvement in the perception of the service experience for our customers.”
Tina Bruder, Manager Customer Insights at Sky Germany.
Download the complete Case Study and find the measurements and steps taken by Sky that led to their programme success.