Sky: One service

This article describes how Sky, the UK television company, used research, including a pilot scheme, to improve its customer service.

Sky: One service

Andrew HaughtonSky

Summary

Last year Sky decided to explore changes to the service it provides to its customers. The company kicked off a programme of research to understand what could drive greater change. The research programme brought together major research elements that built upon one another:

  1. Collation of all relevant existing research;
  2. Qualitative and quantitative research to shape a Pilot to act as a test lab for ideas;
  3. The Pilot itself to provide data and customer feedback throughout;
  4. Co-ordinated qualitative and quantitativeresearch during the Pilot to focus on ideas and...

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